Are you service-minded and detail oriented? Do you get a thrill from exceeding a customers expectations? Do you excel at speaking, being positive and helping people?
ARAG is hiring a Customer Care Specialist! This person provides direct customer service to ARAG plan members and attorneys via the telephone. The ability to coordinate and prioritize in a fast-paced environment is required.
Standard weekly shifts are (3) 8:30-5 pm CT; (1) 7:00-3:30 CT; (1) 10:30-7:00 CT
- Provides exceptional customer service to plan members and network attorneys via the telephone.
- Offers information on how to access and use our website.
- Answers enrollment and eligibility questions and explains the value of the legal plan.
- Explains the details of the legal plan and how to utilize the legal plan.
- Determines accurate coverage.
- Provides claims explanations.
- Handles minor customer complaints.
- Actively listens and engages with our customers in positive and inviting tones.
- Shows empathy and concern for our members.
- Identifies customer needs and obstacles and takes the necessary steps to problem solve.
- Maintains department performance standards including quality assurance goals.
- Comprehends complex legal matters, endorsements, and processes.
- Critically evaluates information being provided and asks relevant questions that help determine coverage.
- Applies detailed knowledge of products and plan designs for each unique situation and offers on the options available that benefit the customer.
- Works as a fiduciary of the company and navigates coverage denials when present.
- Ability to de-escalate upset members and provide assistance or guide them to the appropriate resources.
- Serves as a positive role model by representing the ARAG at its Best.
- Other duties as assigned.
Knowledge
- Understanding of how to provide excellence in customer service.
- Understanding and commitment to the customer experience.
- Basic knowledge of insurance and or the legal system preferred.
Skills
- Ability to work in a fast-paced environment; handling 50+ calls per day.
- Active listening with the purpose of understanding.
- Clear and intelligible speaking voice.
- Excellent grammar and spelling skills.
- Strong computer skills including Microsoft Office applications.
- Ability to multi-task in a fast paced environment.
- Ability to maintain composure and emotional reactions in elevated situations.
- Ability to de-escalate upset callers.
- Analytical ability to determine coverage based on policy provisions.
- Motivation to exceed customers needs and expectations.
- Positive, enthusiastic and cooperative approach to both the callers and the team members.
- Identify trends and gaps to proactively solve problems.
Education
Experience
- 1+ years customer service experience required. Prior telephone experience preferred.
Certifications, Licenses, Associations, etc.
Physical
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Standard weekly shifts are (3) 8:30-5 pm CT; (1) 7:00-3:30 CT; (1) 10:30-7:00 CT