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Customer Service Specialist presso Protective

Protective · Birmingham, Stati Uniti d'America · On-site

$41,600.00  -  $45,000.00

Microsoft Excel

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Description

The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

In this role, you will be responsible for providing exceptional service to our customers. You will interact with customers primarily over the phone to address their inquiries, resolve problems, and ensure their overall satisfaction. The ideal candidate will have strong multitasking skills, be comfortable working with multiple technology systems, and demonstrate ownership and a proactive approach to problem-resolution.

Responsibilities:

  • Assist customers across multiple channels (phone, email, chat, social media) to deliver a consistent, positive experience.
  • Resolve inquiries and issues promptly, using active listening and appropriate solutions or escalation when needed.
  • Navigate multiple systems to access information, track interactions, and document details accurately.
  • Provide accurate product, service, and policy information while maintaining strong knowledge of offerings.
  • Take ownership of customer issues through resolution, meeting service level agreements and quality standards.

    • Knowledge, Skills, & Abilities:

  • Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.
  • Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
  • Empathetic listening skills, good judgement, and critical thinking to know when issues should be escalated. 
  • Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

    • Requirements:

  • Previous customer service experience in an inbound call center or similar environment is strongly preferred.
  • Experience using various modern computer systems, software applications, and communication tools.
  • Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
  • High school diploma or equivalent; some college education preferred.
  • Flexibility to work in shifts, including evenings, weekends, and holidays, as required.  

    • Additional Information

    Employee Benefits:  
    We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

    Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

    Accommodations for Applicants with a Disability:
    If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

    Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

    We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
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