Customer Service Representative - McKinney, United States - Globe Life Inc

Globe Life Inc McKinney, United States

6 days ago

Full time/Regular

Description

Category

Customer Service

Job Location

Mckinney

Tracking Code

15291

Position Type

Full-Time/Regular

Job Summary

The Customer Service Representative's (CSR) role is to provide superior customer service. Providing exceptional service by ensuring all inquiries and issues are handled promptly and professionally through the use of multiple systems. Through training, CSR's focus on first contact resolution and high customer satisfaction while maintaining adherence to defined operational standards set for CSR's (i.e. attendance, utilization, call quality, etc..). The Customer Service Representatives acts on behalf of Globe Life Inc. as a 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.

Monday to Friday schedules, no weekend phone schedules.

Site closed-Thanksgiving and Christmas

Primary Duties & Responsibilities

Daily Duties:

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.

All other duties as assigned

Required Skills

Knowledge, Skills, & Abilities:

Excellent verbal & written communication skills

Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections

Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.

Knowledge of customer service principles and practices

Teamwork – Commitment 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

Type 25-30 wpm

Schedule Flexibility

Detailed oriented

Ability to professionally handle and resolve escalated issues

Reliable and predictable attendance of your assigned shift

Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying

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