Job Details
**Remote Customer Service Team**
McKinney, Texas, US Job number: 13809 **Job Description:**
About the Company
Actively interviewing applicants for Permanent Work From Home Customer Service Team Member positions supporting the corporate office of Globe Life! Employees at Globe Life are dedicated to their work and we are dedicated to our employees and want to give you peace of mind for your future retirement. After 5 years of working together full time, Globe Life provides a company funded pension plan for employees. On a day to day basis working remote from your home, you will still enjoy a company culture that embraces individuality, celebrates our successes, offers an attractive employee benefits package, and fosters personal development and seeks to promote internal talent.
After you apply, we will schedule a web-based video interview. Some of our conversation will be about the different types of customer service roles available at Globe Life. Each customer service representative is dedicated to one focus area of our business, so you won't be bounced from one department to another. You will be given training, coaching, and all the tools to support your success in providing stellar service by knowing the answers and fixing problems for the people you interact with in your workday.
As a customer service representative, you may choose to be on the team that handles information gathering and verification (namely the data input that supports our underwriting department). Or maybe you like to find answers to questions and build a rapport with the customer and support them by explaining details of a policy. You could also field calls, emails, and the online chat service, providing prompt and professional support to our customer base. All of the customer service team members have a common goal of high customer satisfaction by providing top-notch service and support.
**Required Skills**
On a day to day basis you will:
Assist with daily call volume. Some of the customer service representatives will return calls or contact clients regarding their policies.
Provide accurate answers or next steps to customer inquiries in a professional and courteous manner.
Document or verify information into the contact system.
Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.).
Reinforce the benefits of Globe Life policies when appropriate while interacting with clients.
Solve issues with tact, compassion, and a positive attitude should a client be experiencing a life event.
Professionally handle and resolve escalated issues.
Meet quality assurance requirements and other key performance (KPI) metrics.
You must be able to:
Ask probing questions, understand concerns, and overcome objections.
Have an aptitude for Medical Terminology and Insurance Terminology.
Learn new computer systems.
Understand customer service principles and practices.
Possess a professional and friendly attitude and be able to quickly develop a rapport with customers.
**Required Knowledge & Experience**
* **Education requirements**
+ Minimum of a high school diploma or equivalent. **Experience requirements**
+ Previous experience in a customer service or call-center role.
Microsoft Office user knowledge and typing skills.
**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.
**Work hours**
Part-Time and Full-Time scheduling is available.
We are an Equal Opportunity Employer.
**Posting Date:** 4/20/2021
**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.