Customer Retention Representative

6 days ago


McKinney, Texas, United States Globe Life Family of Companies Full time
Job Description

The Customer Retention Department at Globe Life Family of Companies plays a vital role in conserving business on behalf of the Company. As a Customer Retention Representative, you will be a key member of a dedicated, professional team responsible for ensuring that customers who call in with the intention of cancelling are provided assistance in understanding the importance of keeping their coverage.

You will handle inbound and outbound telephone calls with customers who are calling to cancel their insurance coverage and/or place calls to current policyholders regarding coverage, premium due, and other policy information. Your primary duties and responsibilities will include:

  • Handling inbound and outbound calls to customers to assist with their policy-related questions and verify and document information
  • Clearly explaining policy benefits and premiums due to customers
  • Ability to solve complex policyholder issues with a positive attitude
  • Using discretion and tact when speaking with customers
  • Reselling the benefits of our policies
  • Bilingual (Spanish) hourly pay differential

Required Knowledge, Skills, and Abilities:

  • Excellent oral and written communication
  • Superior customer service skills required - friendly, efficient, good listener
  • Proficient use of the computer, keyboard functions, and Microsoft Excel
  • Ability to work under pressure and multi-task
  • Excellent organization and time management skills
  • Must be detail-oriented with the ability to analyze information and make logical conclusions
  • Have a desire to learn and grow within the Company

Education and Work Experience:

  • High school diploma or equivalent
  • 1+ years of experience; previous inside sales experience a plus

Physical Requirements:

  • Heavy phone and PC use
  • Sitting and wearing a headset for extended periods of time
  • Reaches above shoulder level
  • Some overtime may be required

Part-Time Hours:

4 days a week (5:00 pm-9:00 pm) and a half day on Saturday (8:00 am-12:00 pm), closed Sunday.



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