Customer Service Representative

2 weeks ago

Addison, Texas, United States Horace Mann Full time

About Horace Mann

Horace Mann is a leading provider of insurance and financial services to educators and their families. With a rich history dating back to 1945, we have grown to serve over 4,100 school districts nationwide and have more than $12 billion in assets.

Our Mission

We are motivated by the fact that educators take care of our children's future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them, including insurance to protect what they have today and financial products to help them prepare for their future.

Job Summary

The Customer Service Representative is responsible for answering incoming customer calls and providing exceptional customer service in an effort to build customer satisfaction and loyalty. This role requires strong communication and telephone skills, as well as the ability to understand and interpret policy provisions and benefits.

Key Responsibilities

  • Answer inbound calls and document customer requests
  • Handle incoming/outgoing mail, email, and other correspondence from customers
  • Provide superior customer service and strive for one-call resolution of customer issues
  • Provide problem-resolution regarding service issues on an as-needed basis
  • Place outbound calls in a follow-up queue for future resolution
  • Record each contact into the computer system for tracking purposes and monitor resolution
  • Work closely with other departments to assist customers and resolve issues
  • Recognize, document, and alert the Supervisor of trends in customer communication
  • Maintain minimum quality standards in both account maintenance accuracy and call monitoring expectations
  • Maintain minimum standard of schedule adherence

Requirements

  • High School Diploma or GED
  • Two or more years of Customer Service experience in a call center environment
  • Strong communication and telephone skills
  • Ability to understand and interpret policy provisions and benefits
  • Computer skills and a working knowledge of the Microsoft Office Suite
  • Ability to prioritize tasks
  • Positive attitude

Location

Addison, TX

Compensation

Horace Mann offers a competitive compensation package, including a salary and benefits.

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