Contact Center Representative I
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Job Description
Contact Center Representative delivering personalized support and information to members at The Standard. Addressing issues, guiding product understanding, and ensuring quality service through various channels.
Responsibilities:
- Serve as a primary contact for members by delivering personalized, accurate information and guidance through a variety of communication channels
- Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings
- Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution
- Provide technical, procedural, and operational support while adhering to established policies and service standards
- Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics
- Ability to work 9:30am-6pm PST is required for this role
Requirements:
- High school diploma or equivalent required; associate degree preferred
- 2 years in a dynamic customer service environment
- Telephonic customer service experience preferred
- Strong verbal and written communication skills with the ability to provide clear, accurate, and personalized information
- Demonstrated ability to handle high-volume inquiries across multiple communication channels (phone, email, chat, etc.)
- Proven problem-solving and research skills to investigate and resolve member issues effectively
Benefits:
- A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
- An annual incentive bonus plan
- Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
- A supportive, responsive management approach and opportunities for career growth and advancement
- Paid parental leave and adoption/surrogacy assistance
- An employee giving program that double matches your donations to eligible nonprofits and schools
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