Job Details

**Work from Home Customer Service Advocate**

McKinney, Texas, US Job number: 13752 **Job Description:**

About the Company

Globe Life And Accident Insurance Company is is hiring a Customer Service Advocate (CSA) . The CSA is responsible for handling calls from new and existing customers regarding a variety of requests. Using their knowledge of products or services as well as great customer service skills, these professionals address issues, provide support and offer information, as needed, to keep customers satisfied and retain business. This position is regarded as a mid-level customer service position and 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 Globe Life 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.

We are following the social distancing guidelines for COVID-19!

All interviews and training have transitioned to a virtual platform. There are continuing opportunities for team members to work remotely as we look to maintain safe and healthy work environments. Additionally, we are looking forward to our new Headquarters office in Plano, TX site to open in the near future!

* Monday to Friday schedules, no weekend phone schedules.

* Site closed-Thanksgiving and Christmas

**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.

* Works to research and resolve problems in a timely manner while maintaining productivity standards and performance

* All other duties assigned

**Required Skills**

* 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

* Must maintain and/or exceed department KPI goals: (Attendance, Average Handle Time, Utilization, Contacts, Busy & Away)

* Cross-trained on multi-lines of business

* Must have the ability to handle customer service emails, workflow, faxes and other offline duties

***All shifts Monday- Friday only***

**Required Knowledge & Experience**

* High school diploma or equivalent; Associates Degree, preferred

* 2 years minimum work experience in a similar role required

**Physical Requirements:** Heavy computer and phone usage. Sitting 90% of the work day. Willingness to work shift work and overtime is required. Ability to work weekends (if/when required) Frequency - Rare.

**Posting Date:** 3/26/2021

**Location:** McKinney, Texas

Our Benefits **Savings and Investment Plan (401K) -** Eligible employees may begin participating in the plan on the first day of employment.

**Pension Plan -** Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

**Medical -** Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

**Dental** and Vision -** Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

**Flexible Spending Accounts (FSA) -** Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

**Health Savings Accounts (HSA) -** A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for many of the health care expenses not covered by your medical plan including deductibles and co-pays. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contribution to HSA ($4500 family, $2500 single plans)

**Short-Term Disability -** Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

**Group Life and Long-Term Disability** -** Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

**Vacation and Paid Holidays -** Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

**Education Assistance -** The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

**Fitness Reimbursement -** Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

**Supplemental Plans** -** Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.

**Company paid benefit

Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.