Globe Life Insurance supporting Family Heritage Life is a wholly owned subsidiary of Torchmark Corporation (NYSE: TMK). Our company mission is to help provide financial security and peace of mind to families when the unexpected occurs. FHL’s supplemental insurance products provide benefits beyond traditional health insurance, which helps individuals and families to focus on the patient, not the process.
JOB SUMMARY
The Customer Service Representative’s (CSR) role is to provide superior customer service. Providing exceptional service by ensuring all inquiries and issues are handled promptly and professionally through the use of multiple systems. Through training, CSR’s focus on first contact resolution and high customer satisfaction while maintaining adherence to defined operational standards set for CSR's (i.e. attendance, utilization, call quality, etc..). The Customer Service Representatives acts on behalf of Family Heritage Life Insurance as first tier support for all customer inquiries and is required to effectively communicate and resolve each related issue.
PRIMARY DUTIES & RESPONSIBILITIES
DAILY DUTIES:
- Assist with daily high call volume (approximately 100 calls a day)
- Provide accurate resolutions to customer inquiries in a professional and courteous manner
- Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.)
- Meet Quality Assurance Requirements and other key performance metrics.
- All other duties as assigned
Required Skills
KNOWLEDGE, SKILLS, & ABILITIES:
- Excellent verbal & written communication skills
- Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
- Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.
- Knowledge of customer service principles and practices
- Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
- Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.
- Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers
- Type 25-30 wpm
- Detailed oriented
- Ability to professionally handle and resolve escalated issues
Required Experience
EDUCATION & WORK EXPERIENCE:
- High school diploma or equivalent.
- 3-5 years customer service experience in a similar role.
- Must remain in current role for one year
- Bilingual helpful
PHYSICAL REQUIREMENTS: Heavy computer and phone usage.