Customer Care Associate II

Please Note:

• This position has a starting salary of $18.00/hr with an 3% annual bonus target

Position Summary Are you someone looking to be a part of a diverse team that takes pride in providing excellent customer service? At Guardian we foster a team culture where “People Count,” “We Do the Right Thing,” “We courageously shape our future together” and “We go above and beyond for the people we serve”. We are seeking Customer Care Representatives that are eager to provide a positive customer service experience. You will be responsible for efficiently servicing customers by providing product specific information and fielding service questions using creative thinking. You will assist with servicing a range of products such as individual dental and vision insurance. You are A professional with excellent verbal and written communication skills. Thrive in a fast-paced environment, where customer satisfaction is your top priority. Maintain patience and empathy while working well independently in a team setting. You are a tech savvy problem solver that looks to continuously improve and provide feedback on customer and employee paint points. You have

• High School Diploma, or equivalent
• Customer service-related industry experience preferred
• Minimum internet speed of 50/25 Mbps
• Private and secure workspace
• Phone skills, including familiarity with complex or multi-line phone systems
• Strong time management and organizational skills
• Great active listening skills with the ability to empathize and build rapport with customers

Able to resolve basic problems or issues without supervisor intervention. Works within established procedures with a moderate degree of supervision.

• Comfortable working in multiple customer management systems and knowledge database

You will

• Handle inbound/outbound interactions with professionalism
• Assist prospect members with website enrollments and quotes
• Perform accurate tracking and noting of inbound/outbound interactions
• Investigate complex customer issues by professionally interacting and collaborating across teams
• Strive to take accountability and de-escalate situations involving dissatisfied customers
• Develop and maintain in depth knowledge of products and procedures
• Achieve and maintain quality and production standards
• Follow all company and department processes and procedures.

Location:

• Remote with option to work in the office if near a Guardian Hub office

Travel

• 0% Travel required for this position

Our promise

• Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards

We offer

• Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.
• Competitive compensation package.
• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with company match.
• Tuition assistance paid parental leave and backup family care.
• Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Employee Resource Groups that advocate for inclusion and diversity in all that we do.
• Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.

About Guardian
Guardian has been helping people protect their futures and secure their lives for 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. We help people and their families pursue financial security and well-being in life, health, and wealth. We help companies take care of their employees. And we help people recover and thrive after unexpected loss.
From our founding in 1860, when a community of immigrants joined together to insure and protect their businesses and families, doing the right thing for our policyholders and customers has guided everything we do. Our dedication to customers has helped us remain one of the most highly rated in client satisfaction and financial strength . And as one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at www.GuardianLife.com .
© Copyright 2021 The Guardian Life Insurance Company of America, New York, NY
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.
Salary Range
$29,760.00 - $49,600.00
Job Level 2 Salary Range $30,350.00 - $45,530.00 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. Our Promise At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards. Inspire Well-Being As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Health Care

• Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits
• Dental plan
• Vision plan
• Health care accounts – flexible spending, health reimbursement, and health savings accounts
• Critical illness insurance

Life and Disability Insurance

• Company-paid Life and Disability insurance plus voluntary supplemental coverage
• Accident insurance

Retirement and Financial

• 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
• Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

• Flexible work arrangements (part in-person/part remote)
• Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
• Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
• Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

• Emotional well-being, mental health, and work/life resources powered by Spring Health
• Wellness programs, including fitness program and equipment reimbursement
• Child, adult, and elder back-up care support through Bright Horizons
• Adoption assistance
• College planning
• Tuition reimbursement
• Student loan assistance
• Commuter benefits in select metropolitan areas

Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits. 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 individuals known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com .