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    Customer Service Associate - Phoenix, United States - MassMutual

    MassMutual
    MassMutual Phoenix, United States

    2 weeks ago

    MassMutual background
    Description

    / / Customer Service Associate - No Weekends, Remote **Customer Service Associate No Weekends, Remote**

    Phoenix, AZ

    Customer Service

    **R11058**

    **Why we need you:**

    Were growing, and our clients deserve the best. As a Customer Service Associate within our Life Call Center, youll have an opportunity to develop highly personalized experiences for our customers. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, inclusivity, a strong business acumen, and show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

    **Location: AZ, WA, OR, NV (Remote, must reside in listed states)**

    **Must be willing to work ANY 8-hour shift within our hours of operation, 8am8pm Eastern Time, MondayFriday, based on business need (NO WEEKENDS)**

    **SALARY: $40,000-$42,000- plus ability to earn 5% annual bonus**

    **10 Weeks Paid Virtual Training**

    **Upcoming Training Class: March 28, 2022**

    **Responsibilities of the role:**

    Build rapport with each customer, ask probing questions and understand how to create a best-in-class experience and resolve customer requests on first contact

    Educate customers about the services MassMutual provides for their retirement needs

    Apply knowledge to handle many problems independently while seeking guidance in highly complex situations

    Balance time effectively to ensure the department meets expected service levels

    Utilize multiple systems and tools to meet the established goals and objectives, including customer experience, first contact resolution, call quality and call handling time

    **Required skills and qualifications The qualifications that are needed for this role:**

    1+ years of customer service experience (or Undergrad Degree in lieu of experience)

    High School Diploma (or GED)

    Proficiency with Microsoft Office Suite

    **Preferred qualifications Additional skills that make you a great fit:**

    2+ years of Customer Service Experience

    College Degree

    Experience with Insurance or Annuity Servicing, financial products, hospitality or retail sales with a high degree of direct consumer contact

    Bilingual a plus (Spanish)

    Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows

    #LI-JM1

    *MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.*

    Customer Services % buffered00:00 00:00 **Transcript**What I like most about working in the Call Center is probably the people. I've ran into a lot of people over a number of years and there've been some great friends in that group. So, I also enjoy learning about annuities. I never had any previous finance or stock market experience. So, this has been a great job for learning how those things work. I also just love being in customer service. You know, you get to help somebody out. We get to teach these customers about products of which we probably know more than they do. But it's a good job. It's challenging in that there's a lot of rules that we can't, of course rules you can't break, but also a lot of restrictions on contracts that we need to be aware of and inform our clients well. So, I've definitely enjoyed my time working at MassMutual and I don't know, just blessed for the entry-level opportunity. And now just trying to work my way up to that leadership side.

    Video length 0:51 What I like most about working in the Call Center is probably the people. I've ran into a lot of people over a number of years and there've been some great friends in that group. So, I also enjoy learning about annuities. I never had any previous finance or stock market experience. So, this has been a great job for learning how those things work. I also just love being in customer service. You know, you get to help somebody out. We get to teach these customers about products of which we probably know more than they do. But it's a good job. It's challenging in that there's a lot of rules that we can't, of course rules you can't break, but also a lot of restrictions on contracts that we need to be aware of and inform our clients well. So, I've definitely enjoyed my time working at MassMutual and I don't know, just blessed for the entry-level opportunity. And now just trying to work my way up to that leadership side. Brian Call Center Team Specialist **Jobs Like This One**

    Boston, MA Houston, TX Springfield, MA Springfield, MA At MassMutual, we value both the flexibility that a remote work environment offers and the value that comes from connecting and collaborating in person with our colleagues. While most MassMutual employees have been working remotely due to the pandemic, we have begun encouraging our fully vaccinated employees to come to the office on a schedule that works for them.

    Our future work environment will be one where the majority of our associates adopt a hybrid schedule working some days in the office and some days remotely, balancing flexibility with in-person collaboration. One where each manager works with their teams to determine a schedule that meets the needs of customers, the team and the business. While the majority of our employees will follow this hybrid model, some of our roles will continue to be 100% on-site and others may be 100% remote, subject to business needs.

    Recognized as a 2021 Worlds Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company, owned by our policyowners, we are defined by mutuality and our vision to put customers first. Its more than our company structure its our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

    If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

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