Contact Center Specialist

Remote

This is a Remote role.

Compensation: $22 - $24 per hour

6-Month Contract

Role Summary:

Our client is seeking a Contact Center Specialist for a 6-month remote contract position, offering $22-$24 per hour. In this role, you will be responsible for receiving, evaluating, and resolving all incoming calls related to Disability Benefits Law (DBL) and Paid Family Leave (PFL). You will deliver exemplary customer service to both internal and external customers, ensuring each interaction is handled professionally and efficiently. The ideal candidate will possess excellent communication, problem-solving, and customer service skills, with the ability to empathize with callers and manage multiple tasks in a fast-paced environment. Proficiency in Microsoft Office applications and experience in the insurance industry are highly valued. Dental insurance is included as a benefit.

Responsabilities:

• Receive, evaluate, and resolve incoming calls regarding Disability Benefits Law (DBL) and Paid Family Leave (PFL) in a professional manner
• Deliver superior customer service to both internal and external customers at all times
• Identify customer needs and respond appropriately using effective questioning and listening skills
• Investigate and propose solutions to caller concerns, ensuring follow-through on action items to rectify customer issues
• Answer each call with a positive demeanor, representing high customer service standards
• Effectively control all phone calls, aiming for one-call resolution
• Handle call transfers, messages, callbacks, holds, and interruptions using a professional approach
• Communicate claim status for DBL and PFL clearly and accurately
• Document all calls in the Solution Center Call Log and process emails as required
• Refer calls to Lead/Supervisor when necessary
• Meet production objectives and goals as set by the organization

Requirements:

• Excellent customer service skills with a commitment to delivering superior support
• Strong problem-solving abilities and the capacity to investigate and resolve customer concerns
• Strong verbal and written communication skills
• Ability to empathize with callers and maintain a positive, professional demeanor
• Proficiency in Microsoft Office applications
• Bachelor’s degree in Business Administration or a related field and/or relevant work experience in the insurance industry
• 0-5 years of relevant experience
• Experience handling and resolving customer inquiries regarding DBL and PFL
• Experience documenting calls and processing emails in a contact center environment
• Ability to work remotely and consistently meet production objectives and goals

Additional Information:

• Remote work flexibility
• Dental insurance
• Opportunity to gain experience in the insurance industry
• Supportive team environment
• Competitive hourly compensation