Client Service Delivery Associate III

Position Summary

The Client Service Delivery Associate III supports Guardian’s mission by delivering exceptional, customer-focused service across phone, email, and chat channels. This role handles inquiries related to benefits, billing, eligibility, and claims while ensuring accurate, efficient, and timely resolutions. The position requires strong problem-solving skills, the ability to navigate multiple systems, and a commitment to delivering a high-quality customer experience.

About the Role

You are a customer-focused professional who thrives in a fast-paced, service-driven environment. Skilled at identifying root causes and resolving customer issues effectively, comfortable navigating multiple systems simultaneously to deliver accurate information, and a strong communicator who builds rapport quickly and works collaboratively across teams. Detail-oriented with a focus on quality, compliance, and customer experience.

Responsibilities

• Respond to customer inquiries via phone, email, and chat, delivering accurate and timely resolutions
• Assess customer needs, identify root causes, and determine appropriate solutions
• Navigate multiple systems to research inquiries and document customer interactions
• Build customer rapport while delivering positive, high-quality customer experiences
• Collaborate with internal teams to resolve complex issues and escalate when necessary
• Work in a high-volume, high-paced call center while being held to standard performance metrics, including but not limited to: AHT (Average Handle Time), Adherence, Quality, and VOC (Voice of the Customer) surveys
• Maintain customer privacy and confidentiality standards as set by Guardian and applicable legal requirements

Requirements

• High School Diploma or equivalent
• Ability to work across multiple communication channels (phone, email, chat)
• Strong aptitude in math, computer proficiency, and ability to navigate multiple systems
• Effective verbal and written communication skills
• Ability to manage time, prioritize tasks, and maintain schedule adherence while balancing production and quality
• Determinable availability to work all call center shifts with determination based on business-need
• Direct-wired internet connection with an internet speed at a minimum of 50 Mbps download / 10 Mbps upload
• Proficient PC skills that demonstrate efficient use of windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with a customer on the telephone

Qualifications

• Associate or Bachelor’s degree or equivalent work experience
• 2–3 years of call center or customer service experience preferred
• Experience in insurance, dental, or disability products
• Prior remote/work-from-home experience
• Strong problem-solving and analytical skills, including basic math aptitude

Benefits

This role may also be eligible for annual, sales, or other incentive compensation.

Pay

$42,830.00 - $64,250.00

Schedule

The primary location for this position is a remote/work-from-home environment (preferred CST/MST/PST time zones)

Reporting Relationships

As our Client Service Delivery Associate III agent, you will report to a National Service Center Team Leader

Location

Location: Remote/work-from-home environment (preferred CST/MST/PST time zones)

Travel

No travel required for this position.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.