Job Description

General Summary:

Job Description Summary
Looking for a company where you can make an impact? As a Customer Service Representative , you will be the first point of contact for our inbound customers calls and a direct representation of our brand. You will have the rewarding job of creating exceptional customer experiences; ensure information is accurate; and operate with empathy and integrity.

This role provides a strong foothold into an organization and company with multiple career paths and the environment to be your best you here.To learn more about a day in the life of a Customer Service Representative at Unum, watch this video!

What we offer?

Benefits:

Medical, Dental, and Vision benefits available on the first day of employment
Defined Contribution Plan along with 401K matching to help you plan for your retirement
Paid Time Off, holiday and leave programs
Flexible Breaks
Tuition Reimbursement
Paid Family Leave
Employee assistance programs
Business casual dress code
Volunteer opportunities
Employee resource groups with a strong focus on diversity and inclusion

Training and development:

We will provide you with in-depth knowledge of our products and a strong base for launching your career with Unum. Our Customer Service Representative multi-level career path means you will be recognize and promoted as you achieve specific milestones. Other career opportunities include:

Monthly development time and ongoing training
Multi-level CSR Career ladder that includes advancement within the role, mentoring, quality auditing, training, process improvement and opportunity for leadership roles within the department

Principal Duties and Responsibilities

• Respond to customer inquiries with timely and accurate information.
• Utilize resources and tools to accurately respond to customer inquiries.
• Meet the expectations of the quality/productivity standards to ensure privacy of our customers.
• Demonstrate a passion for the values outlined in the We are Unum value statements.
• Successful completion of Contact Center training program, including demonstrating on phone proficiency and passing required knowledge checks.
• Understand and strive to meet or exceed daily productivity goals while providing excellent and consistent customer service.
• Ability to work an assigned shift between the hours of 8am-8pm (ET), Monday through Friday.
• Reliable attendance in accordance with Contact Center attendance guidelines.

• May perform other duties as assigned.

Job Specifications

• High school diploma or equivalent required (college degree is a plus).
• Demonstrated customer service experience and/or experience in a customer service-oriented environment.
• Experience in a similar role within Customer Service and/or retail, service industry, hospitality is a plus.
• Strong customer service orientation with demonstrated commitment to meet customer needs.
• Solid verbal/written communication and interpersonal skills, both in English and Spanish.

• Your Spanish language skills will be evaluated during the interview process.
• Answering customer queries in Spanish, translating documents and acting as an interpreter.
• Demonstrated ability to work in a fast paced, structured environment, handling large call volumes.
• Computer proficiency (familiarity with Microsoft systems, Outlook, Word, Excel, etc.) and ability to work in multiple systems and applications is essential.
• Self-directed with the ability to perform both as part of team and individually.
• Ability to adapt and work effectively in a continuously changing environment.
• Consistently demonstrate a high level of professionalism through a strong work ethic and commitment to creating a positive customer experience.
• Detail oriented with a focus on quality and consistently meeting daily productivity goals.
• Professional accountability and ability to maintain reliable and predictable attendance.

Additional Requirements for remote workers:

Internet Connection must be reliable, consistent quality with speed of 25 MB download/5MB upload. DSL is not an approved internet connection for this position.
A separate, quiet dedicated work space must be established at remote site for the purpose of performing work duties. This area must be maintained in a safe condition, free from all hazards.

Additional Requirements for local workers:

Must be located in the Columbia, South Carolina, Portland, Maine or Chattanooga, Tennessee areas and able to train on site before moving to the remote location.
To be considered for an on-site opportunity you must successfully complete our full-time on-boarding process at the Columbia, Portland or Chattanooga Office Location lasting up to 17 weeks. All work from home employees may be required to come into the office upon request and meet remote worker guidelines as stated above.