Customer Service Advocate

Mckinney, TX

Job status
Full time
Job description
Globe Life's corporate office has an opportunity for a Customer Service Advocate to join our team. The CSA is a mid-level, experienced, workplace professional, Customer Service Representative.

The CSA is responsible for handling calls from new and existing customers regarding a variety of requests. Using your knowledge of products or services as well as great customer service skills, you will address issues, provide support and offer information, as needed, to keep customers satisfied and retain business.

In this position you will be regarded as a mid-level customer service representative which requires knowledge of the CSR role in addition to the duties outlined here. Through training, CSA's focus on first contact resolution and high customer satisfaction while maintaining adherence to defined operational standards set for CSA's (i.e. attendance, utilization, call quality, etc..).

The Customer Service Advocate acts on behalf of Torchmark and it's affiliates as First tier support for all customer inquiries and is required to effectively communicate and resolve each related issue. This position is also required to assist with important department and company initiatives, on an as needed basis.

Some of the employee benefits include:
• Monday to Friday schedules, no weekend phone schedules.
• Site closed-Thanksgiving and Christmas
• Future Work from Home opportunities
• $1000 Continuation Bonus
Education requirements
• High school diploma or equivalent; Associates Degree, preferred
Experience requirements
• 2 years minimum work experience in a similar role required
• Documentation of consistently exceptional performance evaluations
Qualifications
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
• Knowledge of customer service principles and practices.
• Must be able to sit for most of work day.
• Must be detail-oriented.
Responsibilities
• Assist with daily call volume (service level takes priority).
• Provide accurate resolutions to customer inquiries in a professional and courteous manner.
• Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.).
• Meet Quality Assurance Requirements and other key performance metrics.
Skills
• Excellent verbal & written communication skills.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Type 25-30 wpm.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.
• Teamwork – Commit to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
• Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.
• Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers.
• Bilingual (Spanish) hourly pay differential
Work hours
• Monday to Friday schedules, no weekend phone schedules.

At Globe Life, we really do value our employees and it shows! We make sure you have your own dedicated personal work space and we don't make overtime mandatory-that is truly optional scheduling.

Employees at Globe Life are dedicated to their work and we are dedicated to our employees and want to give you peace of mind for your future retirement. After 5 years of working together and being vested, Globe Life provides a company-funded pension plan for employees.

On a day to day basis, you will enjoy a company culture that embraces individuality, celebrates our successes, offers an attractive employee benefits package, and fosters personal development and seeks to promote internal talent.

We are an Equal Opportunity Employer.
9875

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