Customer Care Associate II

About the role

This position will be remote-based. The Customer Care Agent serves as a company ambassador by delivering exceptional customer service in the contact center. In this role you will be responsible to facilitate, analyze and resolve customer issues through a variety of communication channels, including phone, email and chat. You will service a suite of absence products such as short-term disability, state disability, state paid family leave and Family Medical Leave Act. You will be initiating new absences for members as well as answering questions about current benefits and claims. You will collaborate across teams to solve customer issues and provide product support, and build relationships with Guardian members and providers by ensuring their needs are fulfilled in a timely and satisfactory fashion.

You are

• A consummate professional with excellent verbal and written communication skills
• Self-motivated and goal orientated
• Able to thrive in a fast-paced environment where best in class customer service is your standard
• Patient, empathetic, and detail orientated
• Able to work well independently in a team setting
• A tech savvy problem solver that can treat customers with compassion and care

You have

• High School Diploma (Associate Degree or Bachelor's degree preferred)
• Experience in a service-related industry
• Minimum internet speed of 50/25 Mbps
• Private and secure workspace free from interruptions
• Phone skills, including familiarity with complex or multi-line phone systems
• Strong time management and organizational skills
• Great active listening skills
• Exceptional interpersonal and rapport building skills

You will

• Serve as a company ambassador by delivering exceptional customer service in the contact center
• Collaborate across teams to solve customer issues and provide product support
• Build relationships with the Guardian members and providers by ensuring their needs are fulfilled in a timely and satisfactory fashion
• Contribute in an ever-evolving work environment, where everyone's ideas matter
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Develop in-depth knowledge of a company's products and/or services

Pay

• Starting pay rate is $18.00 per hour ($37,440) with a 3% annual bonus target
• Salary range: $31,660.00 - $47,485.00 (base pay for primary location; final salary determined based on education, experience, knowledge, and abilities of the successful candidate)
• This role may also be eligible for annual, sales, or other incentive compensation

Benefits

• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period
• Life and disability insurance
• A great 401(k) with match
• Tuition assistance, paid parental leave and backup family care
• Dynamic, modern work environments that promote collaboration and creativity
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best
• Social responsibility in all aspects of our work, including volunteering within local communities, creating educational alliances with colleges, driving sustainability initiatives, and advocating for diversity and inclusion
• Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards

Schedule

Location: Work from Home/Remote