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Customer Service Representative
2 weeks ago
Job Description:
Customer Service Representative
- UA Primary Duties & ResponsibilitiesJob SummaryThe 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 Globe Life Inc. as a first-tier support for all customer inquiries and is required to effectively communicate and resolve each related issue. This position is also required to assist with important department and company initiatives, on an as needed basis.Monday to Friday schedules, no weekend phone schedules.
Site closed-Thanksgiving and ChristmasPrimary Duties & Responsibilities
Daily Duties:
Assist with daily call volume (service level takes priority)Provide accurate resolutions to customer inquiries in a professional and courteous mannerEnsure 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 assignedRequired SkillsKnowledge, Skills, & Abilities:Excellent verbal & written communication skillsExcellent listening skills and the ability to ask probing questions, understand concerns, and overcome objectionsProficient 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 practicesTeamwork
- 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.
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