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Role Description

Do you want to be part of a collaborative Customer Response team? In this role you will be responsible to facilitate, analyze and resolve customer issues through a variety of communication channels, including phone, email and chat. You will service a suite of absence products such as:

• Short-term disability
• State disability
• State paid family leave
• Family Medical Leave Act

You will be initiating new absences for members as well as answering questions about current benefits and claims.

At Guardian we foster a team culture where ‘People Count,” “We Do the Right Thing,” and “We Hold Ourselves to Very High Standards.” If this sounds like you, Guardian is seeking a Customer Care Representative to join our Member/Provider Customer Response Unit.

You are:

• A consummate professional with excellent verbal and written communication skills.
• Self-motivated and goal oriented, thriving in a fast-paced environment where best in class customer service is your standard.
• Patient, empathetic, detail oriented, and able to work well independently in a team setting.
• A tech savvy problem solver that can treat customers with compassion and care.

Qualifications

• High School Diploma.
• Associate Degree or bachelor’s degree preferred.
• Experience in a service-related industry.
• Minimum internet speed of 50/25 Mbps.
• Private and secure workspace free from interruptions.
• Phone skills, including familiarity with complex or multi-line phone systems.
• Strong time management and organizational skills.
• Great active listening skills.
• Exceptional interpersonal and rapport building skills.

Requirements

• Serve as a company ambassador by delivering exceptional customer service in the contact center.
• Collaborate across teams to solve customer issues and provide product support.
• Build relationships with the Guardian members and providers by ensuring their needs are fulfilled in a timely and satisfactory fashion.
• Contribute in an ever-evolving work environment, where everyone’s ideas matter.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Develop in-depth knowledge of a company’s products and/or services.

Benefits

• Support and flexibility to achieve your professional and personal goals.
• Opportunities for skill-building, leadership development, and philanthropic activities.
• Contemporary, supportive, flexible, and inclusive benefits and resources.

Salary Range

$31,660.00 - $47,485.00. The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship.

Current Guardian Colleagues

Please apply through the internal Jobs Hub in Workday.