Job Information
TEKsystems Customer Service Representative in Charlotte, North Carolina
Description
Our Service Center is currently seeking talented individuals to join our team. The Customer Service Representative (CSR) position handles various types of incoming inquiries, via telephone from clients, regarding traditional/term life insurance products as well as variable life insurance products impacted by the financial markets. CSRs will be expected to learn and execute multiple processes/procedures and services, with collaboration from Floor Support when assistance is needed. Qualified individual must have the ability to multi-task and be able to navigate multiple administrative systems, including but not limited to; Windows XP, Access Database programs, product specific legacy/updating systems, internet/intranet, image and workflow system, etc., and perform basic calculations using on-line tools. Once proficient with training, will look to cross train to either Life or Individual Retirement based products based on business needs.
The CSR will be responsible for answering an average of 50-60 inbound calls per day, ranging from simple requests to market sensitive complex inquiries from Clients and Financial Professionals. Successful candidate will deliver exceptional customer service while adhering to Attendance guidelines, Quality, Productivity, Availability, After Call Work, and Adherence goals established by the department. The position requires active participation and successful completion of customer service training and other training to remain current with operational policies, new products and procedures.
The candidate focus is on Customer Service/Contact Center experience with typing/writing and grammar skills to handle chats as well as calls.
Schedule: MUST be able to work any shift
between the hours of 8am-7pm (Mon-Thurs) & 8am-5:30pm (Fri).
-Training schedule is 6 weeks (8am-5:30pm)
-The Contact Center is open from 8am-7pm Monday-Thursday,
and 8am-5:30pm Friday. Must be able to adhere to any schedule falling within these hours.
-Work schedule will fluctuate within the hours of operation.
They have a fixed schedule in 6 month increments, OT is available as well.
-Two 15-minute breaks, half-hour lunch break
Skills
Entry level, Customer support, inbound, Degree, insurance, life insurance, contact center, retail, service industry
Additional Skills & Qualifications
• Bachelor's Degree preferred, Associate's okay. High School Diploma required.
• A strong commitment to customers - prior customer service experience is a plus with superior customer service skills.
• Excellent interpersonal and communication skills, ability to provide appropriate and understandable responses to resolve customer inquiries via the phone, by utilizing research and analytical skills.
• Strong work ethic, demonstrates commitment, dedication, professionalism, highly engaged and involved in the job. Ability to work alone and with a team in a highly structured environment.
• Ability to learn and retain a large amount of detailed information within a short period of time as well as multitask and use multiple systems simultaneously.
• Flexible/Adaptable – ability to work effectively in a variety of situations and respond to change in a positive manner.
• Successfully manages a heavy call volume and sedentary nature of job. Required to sit at a workstation while on the telephone for 80% - 85% of the working day.
• Self-motivator and self-learner.
• Knowledge in life insurance with an understanding of the financial market is a plus.
• Reliable; ability to meet attendance and punctuality standards.
METRICS:
SCHEDULE ADHERENCE - any time missed during training (6 weeks) is grounds for termination due to falling behind. Additionally, there are benchmarks that will be set for occurrences for tardiness/absences when it comes to being considered for full time roles, so reliability and attendance is CRUCIAL.
QUALITY ASSURANCE - 85% score or higher
AVG INTERACTIONS PER DAY - 50-60 per CSR
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $18.50 - $18.50
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Charlotte,NC.
Application Deadline
This position will be accepting applications until Jan 10, 2025.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.