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Customer Service Representative - Group Benefits - (Job Number: 1801975)

07/03/2018Call Center
Job Location:
Overland Park, KS
Metro Area:
KS - Kansas City
Company Name: The Hartford
Website:  Click to Visit
 

Heres your opportunity to join the Group Benefits Contact Center. Group Benefits is a division of The Hartford that provides businesses with necessary services such as Short Term Disability, Long Term Disability, Life, Supplemental Life products, and Safe Haven benefits.  Were a smaller tight knit contact center with a strong focus on teamwork and strong impactful customer experiences. This contact center is very diverse with a large variety to the types of transactions we service.  If you want to learn more about a dynamic and fast growing segment of The Hartfords business and enjoys working in a high-paced, high energy environment; heres what you need to know.   WHAT ARE THE RESPONSIBILITIES OF THE POSITION?
  • Respond to benefit questions (Short Term Disability, Long Term Disability, Life, Supplemental Life products, Safe Haven) and billing/administrative questions adhering to established compliance and performance processes.
  • Build rapport and maintain positive relationships with both potential and existing customers, both internal and external, understanding their individual needs, personalizing a solution of value, and creating a memorable customer experience.
  • Multi-task workloads which can span inbound phone requests, outbound call tasks, mail/email requests, and occasional project assignments - while managing service level targets.
  • Utilize active listening and critical thinking skills to quickly analyze and clearly understand a specific request or customer need, and then leverage knowledge and resources to provide the appropriate solutions.
  • Take ownership to ensure that we go above and beyond to service each caller's needs, utilizing every touch point as an opportunity to build value and The Hartford brand.
  • Commit to learning and developing, including a better understanding of Hartford products and business lines, both as an individual and as part of the group 
WHAT ELSE CAN YOU TELL ME?   Class Start Date: September 4, 2018
Training Hours: Monday Friday  9:00am 5:30pm (Overland Park, KS) Monday - Friday 10:00am 6:30pm (Windsor, CT) Monday - Friday 7:00am 3:30pm (Scottsdale, AZ)   Regular Work Schedule After Training: Monday Friday. 8:00am 7:00pm (Overland Park, KS) 8.5 hour shift within operating hours   Monday Friday. 8:00am 8:00pm (Windsor, CT) 8.5 hour shift within operating hours   Monday Friday. 8:00am 6:00pm (Scottsdale, AZ) 8.5 hour shift within operating hours   *Flexibility may be needed based on business need

Qualifications

WHAT QUALIFICATIONS ARE WE LOOKING FOR?
  • Strong customer service skills with a focus on delivering high customer value.
  • Ability to multi-task is necessary; balancing both productivity and overall quality within established and measurable contact center metrics 
  • Excellent communication skills to develop and enhance strong impactful customer relationships.
    • Verbal: tone active listening proper etiquette convey sincerity and confidence.
    • Written: spelling/grammar clear concise and cohesive messaging. 
  • Excellent Verbal and Written communication skills to develop and enhance strong impactful customer relationships
  • High achiever with the ability to self-manage and demonstrate personable accountability as well as effective collaboration in a team environment 
  • Flexibility necessary in the changing environment of supporting the needs of a smaller call center including evening hours and mandatory overtime during peak season 
  • Strong PC skills including knowledge of Word and Excel 
  • Bilingual (Spanish / English) is a plus
Behaviors at the Hartford:
  • Deliver Outcomes Drive exceptional performance to move the company forward.
  • Work as a Team Collaborate inclusively to achieve the best results.
  • Build Strong Partnerships Create lasting value through trusted relationships.
  • Strive for Excellence Always look for ways to continuously improve.
    Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
 
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