Contact Center Representative I (Remote) Location Remote in Portland, OR : At The Standard, you'll join a team focused on putting our customers first. Our continued success is driven by a high-performance culture. We're looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what's right - across the company and in our local communities. We offer a caring culture where you can make a real difference, every day. Ready to reach your highest potential? Let's work together. Job Summary: Respond to Contact Center inquiries by personalizing and relaying accurate information to members. Facilitate the member's experience with the company and advance the member's understanding of our product offerings. Perform research and resolve a variety of member transactions. Provide technical, procedural, and operational guidance on client service issues. Deliver personalized service and respond to a variety of product questions. Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems. Problem solve, perform initial research, and follow-up with individual client related issues as needed. Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested. Facilitate call escalation for clients whose requests are not being met within established service timeframes. Practice de-escalation techniques to enhance the overall member experience. Collect and analyze information from members to determine eligibility/entitlement/set-up to our products. Approve and/or communicate resolution to members within guidelines. Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence. Recommend changes to internal forms and procedures and inform management of customer feedback as appropriate to ensure prompt and accurate answers to inquiries. Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction to achieve performance metrics within the Contact Center. Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the organization. Required Education & Experience High school diploma or equivalent is required. 1-2 years of experience working in a high-volume call center environment Ability to type 33wpm. Ability to navigate through multiple systems to find needed information while talking to customers. A high level of emotional intelligence, empathy, and a desire to help customers who are going through difficult life circumstances. #LI-remote Please note - the salary range for this role is listed below. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO accrual of 164 hours per year. Employees also receive 11 paid holidays and 2 wellness days per year. Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance. Salary Range: 19.00 - 24.40 Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.
