Customer Care Specialist

About the role

ARAG is seeking Customer Care Specialists who are service minded, enthusiastic, and dedicated to providing excellent customer service.

Responsibilities

• Provides exceptional customer service to plan members and network attorneys via the telephone.
• Answers enrollment and eligibility questions and explains the value of the legal plan.
• Explains the details of the legal plan and how to utilize the legal plan.
• Determines accurate coverage.
• Handles minor customer complaints.
• Identifies customer needs and obstacles and takes the necessary steps to problem solve.
• Maintains department performance standards including quality assurance goals.
• Comprehends complex legal matters, endorsements, and processes.
• Critically evaluates information being provided and asks relevant questions that help determine coverage.
• Applies detailed knowledge of products and plan designs for each unique situation and offers on the options available that benefit the customer.
• Works as a fiduciary of the company and navigates coverage denials when present.
• De-escalates upset members and provides assistance or guides them to the appropriate resources.
• Serves as a positive role model by representing ARAG at its best.
• Other duties as assigned.

Qualifications

• Understanding and commitment to the customer experience.
• Basic knowledge of insurance and/or the legal system preferred.
• Ability to work in a fast-paced environment; handling 50+ calls per day.
• Active listening with the purpose of understanding.
• Clear and intelligible speaking voice.
• Excellent grammar and spelling skills.
• Strong computer skills including Microsoft Office applications.
• Ability to multi-task in a fast-paced environment.
• Ability to maintain composure and emotional reactions in elevated situations.
• Ability to de-escalate upset callers.
• Analytical ability to determine coverage based on policy provisions.
• Motivation to exceed customer's needs and expectations.
• A positive, enthusiastic, and cooperative approach to both the callers and the team members.
• Identify trends and gaps to proactively solve problems.

Requirements

• High School Diploma.
• 1+ years customer service experience required.
• Prior telephone experience preferred.

Skills

• Knowledge of how to provide excellence in customer service.
• Ability to work in a fast-paced environment; handling 50+ calls per day.
• Active listening with the purpose of understanding.
• Clear and intelligible speaking voice.
• Excellent grammar and spelling skills.
• Strong computer skills including Microsoft Office applications.
• Ability to multi-task in a fast-paced environment.
• Ability to maintain composure and emotional reactions in elevated situations.
• Ability to de-escalate upset callers.
• Analytical ability to determine coverage based on policy provisions.
• Motivation to exceed customer's needs and expectations.
• A positive, enthusiastic, and cooperative approach to both the callers and the team members.
• Identify trends and gaps to proactively solve problems.