Customer Service Representative - Remote

American Income Life

  • Waco, TX
  • Permanent
  • Full-time
  • 9 days ago
At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.Role Overview:Could you be our next Customer Service Representative? American Income Life is looking for a Customer Service Representative to join the team!In this role, you will be responsible for providing superior customer service. Providing exceptional service by ensuring all inquiries and issues are handled promptly and professionally using 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 American Income Life 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.This is a remote / work from home position.What You Will Do:
  • 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.
  • 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.
  • Have flexibility in your schedule.
  • Be 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.
  • Monday to Friday schedules, no weekend phone schedules.
What You Can Bring:
  • High school diploma or equivalent.
  • Must remain in current role for at least 9 months
  • Heavy computer and phone usage.
  • Ability to sit 90% of the work day
  • Willingness to work shift work and overtime is required
  • Ability to work weekends (if/when required)
Applicable To All Employees of Globe Life Family of Companies:
  • Reliable and predictable attendance of your assigned shift
  • Ability to work full time and/or part time based on the position specifications
Desired Skill:
  • 1 year customer service experience in a similar role.
How American Income Life Will Support You:Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at American Income Life
  • Competitive compensation designed to reflect your expertise and contribution.
  • Comprehensive health, dental, and vision insurance plans because we believe that taking care of your well-being is fundamental to your performance.
  • Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
  • Wellness club reimbursements and gym discounts to help you stay on top of your health.
  • Paid holidays and time off to support a healthy work-life balance.
  • Development training programs to enhance your skills and career progression and unlock your full potential.
  • Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential.
At American Income Life, your voice matters!Required SkillsRequired Experience

American Income Life