Contact Center Representative I

Job Summary

Serve as a primary contact for members by delivering personalized, accurate information and support through various communication channels. Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings. Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution. Provide technical, procedural, and operational support while adhering to established policies and service standards. Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics.

Key Responsibilities

• Respond to member inquiries with accurate, personalized information and support across products, policies, and procedures.
• Research and resolve member transactions, including determining eligibility and communicating outcomes within established guidelines.
• Monitor and follow up on client issues, escalating cases as needed and using de-escalation techniques to ensure a positive member experience.
• Utilize systems and performance tools to meet metrics for quality assurance, schedule adherence, and customer satisfaction.
• Gather and analyze customer feedback to recommend process improvements, update communications, and support customer-focused projects.

Skills And Background You’ll Need

• Educational requirement: High school diploma or equivalent required; associate degree preferred.
• Experience: 2 years in a dynamic customer service environment, telephonic customer service experience preferred.
• Communication skills: Strong verbal and written communication skills with the ability to provide clear, accurate, and personalized information.
• Problem-solving skills: Demonstrated ability to handle high-volume inquiries across multiple communication channels and investigate and resolve member issues effectively.

Why Join The Standard?

• A rich benefits package including medical, dental, vision, and a 401(k) plan with matching company contributions.
• An annual incentive bonus plan.
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure.
• A supportive, responsive management approach and opportunities for career growth and advancement.
• Paid parental leave and adoption/surrogacy assistance.
• An employee giving program that double matches your donations to eligible nonprofits and schools.