Customer Support Associate

1 month ago

Chester, Virginia, United States Protective Life Full time

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most.

Protective Asset Protection has been providing finance and insurance (F&I) solutions for the automotive industry for more than 60 years. We proudly serve thousands of dealerships and financial institutions in the automotive, marine, powersports and recreation vehicle industries throughout the U.S. providing innovative vehicle protection products, wealth-building programs, training and technology. Our portfolio of vehicle protection plans, GAP coverage, limited warranties and ancillary products provide opportunities to generate revenue with products that help drive customer retention and satisfaction. Protective Asset Protection is part of the financial services holding company, Protective Life Corporation. For more information about Protective Asset Protection visit

In this role, you will be responsible for providing exceptional service to our customers. You will interact with customers primarily over the phone to address their inquiries, resolve problems, and ensure their overall satisfaction. The ideal candidate will have strong multitasking skills, be comfortable working with multiple technology systems, and demonstrate ownership and a proactive approach to problem-resolution

Candidates must be available for scheduling for 8 hour shifts M-F between the hours of 7:30a-7:00pm Central time with a rotating Saturday periodically.

Responsibilities:

  • Assist customers via various communication channels, including phone, email, chat, and social media, ensuring a consistent and positive experience.
  • Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner.
  • Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
  • Actively listen to customers, identify their needs, and provide appropriate solutions or escalate to the appropriate team if necessary.
  • Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
  • Provide accurate and up-to-date information about products, services, policies, and procedures.
  • Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions.
  • Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards.
  • Recommend opportunities for improvement of our customer service processes and interactions.
  • Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

Knowledge, Skills, Attributes:

  • Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.
  • Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
  • Empathetic listening skills, good judgement, and critical thinking to know when issues should be escalated.
  • Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

Requirements:

  • Previous customer service experience in an inbound call center or similar environment is strongly preferred.
  • Experience using various modern computer systems, software applications, and communication tools.
  • Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
  • High school diploma or equivalent; some college education preferred.
  • Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

Protective's targeted salary range for this position is $41-45,000 annual. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.

This position is an in-office position in our Chesterfield, MO office.

All candidates are required to complete a background check to include drug screen

Employee Benefits:

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

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