Part-Time Contact Center Rep

If you want to make a positive difference and stand out from the crowd, you'll fit in at The Standard (www.standard.com). Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.
Seeking a critical thinker who values customer care and problem solving to Respond to Contact Center inquiries by personalizing and relaying accurate information to members. Facilitate the member's experience with the company and advance the members understanding of our product offerings. Perform research and resolve a variety of member transactions. Provide technical, procedural, and operational guidance on client service issues.
Deliver personalized service and respond to a variety of product questions. Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems. Problem solve, perform initial research, and follow-up with individual client related issues as needed. Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested. Facilitate call escalation for clients whose requests are not being met within established service timeframes. Practice de-escalation techniques to enhance the overall member experience.
Collect and analyze information from members to determine eligibility/entitlement/set-up to our products. Approve and/or communicate resolution to members within guidelines.
Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence. Recommend changes to internal forms and procedures, and inform management of customer feedback as appropriate to ensure prompt and accurate answers to inquiries.
Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction in order to achieve performance metrics within the Contact Center.
Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the organization.