Customer Service Representative (Hybrid)

About the role

Guardian is seeking Customer Service Representatives to join our award-winning Contact Center team. This role involves serving as a trusted resource for policyholders, helping customers navigate life insurance coverage, policy administration, payments, and account updates while delivering a professional, empathetic, and accurate service experience.

Responsibilities

• Respond to customer inquiries regarding life insurance coverage, premiums, loans, policy administration, and account updates while delivering a consistent and caring customer experience.
• Research and resolve customer questions, including premium or loan payment matters and eligible policy changes such as address or beneficiary updates.
• Explain policy information, coverage details, and available administrative options clearly so customers understand next steps.
• Recognize when customers should consult with their financial professional or when complex matters require escalation to the appropriate internal team.
• Navigate multiple systems, customer records, and knowledge resources while maintaining the flow of the customer conversation.
• De-escalate customer concerns, set clear expectations, and follow through on next steps to support timely resolution.
• Document customer interactions accurately and in a timely manner in accordance with procedures.
• Meet service and quality expectations in a high-volume environment, including schedule adherence, quality assurance, productivity, and customer experience measures.

Requirements

• Previous experience in retail, hospitality, banking, insurance, contact center, or another customer-facing service environment.
• A high school diploma or equivalent; additional education or equivalent work experience is welcome.
• Superior oral and written communication skills.
• Strong organizational skills and an ability to multitask.
• Comfort using computers, customer databases, knowledge resources, and multiple systems while documenting information accurately.
• Ability to work both independently and collaboratively in a team-based environment.
• A positive attitude and dedication to providing superior customer service.

Qualifications

• Driven and inspired to show care and empathy in ways that positively impact the customer experience.
• Comfortable learning complex insurance products, internal procedures, and service standards.
• Detail-oriented, with a commitment to providing accurate information and following procedures consistently.
• Able to use resources, ask thoughtful questions, and solve problems quickly and independently.
• Calm under pressure and able to maintain professionalism during challenging customer conversations.

Skills

• Excellent communication skills.
• Customer service orientation.
• Problem-solving abilities.
• Time management and multitasking skills.
• Computer literacy.

Benefits

Guardian offers a competitive benefits package, including development opportunities, and a supportive environment that values employee growth and success.

Pay

The salary range for this position is $42,830.00 - $64,250.00. The salary for this role ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Schedule

The schedule for this role is structured to accommodate a high volume of inbound contact center interactions.