Customer Service - Contact Center

A Customer Service Specialist at Protective is essential in delivering exceptional support to our customers. Key responsibilities include professionally handling incoming calls about Disability Benefits Law (DBL) and Paid Family Leave (PFL) inquiries. You'll need to understand customer needs through effective questioning and listening, propose solutions, and ensure a high level of service. Documenting conversations accurately and communicating clearly about claims status are also vital aspects of the role.

To excel as a Customer Service Specialist at Protective, you should possess excellent customer service skills and strong problem-solving abilities. Effective verbal and written communication skills are crucial, as is the ability to empathize with callers. Familiarity with Microsoft Office applications will also help you navigate your tasks efficiently. If you have a passion for helping others and thrive in a fast-paced environment, this is the role for you!

The work environment for a Customer Service Specialist at Protective is dynamic and supportive. You'll be part of a team that values collaboration and innovation. Initially, you will work on-site, but there is potential for a hybrid schedule after training if you demonstrate performance excellence. The team's focus is on achieving high-quality customer service while maintaining a positive professional atmosphere.

For the Customer Service Specialist position at Protective, a bachelor's degree in Business Administration or a related field is preferred. However, relevant work experience within the insurance industry can also satisfy this requirement. If you have a strong passion for customer service paired with the right skills, we encourage you to apply even if you come from a different background.

As a Customer Service Specialist at Protective, your regular working hours are Monday through Friday, from 10:30 AM to 7:00 PM ET. This schedule ensures that you can provide support to our customers during peak hours, and with the option for a hybrid model after meeting performance expectations, it allows for a balanced work-life experience.

In responding to this question, focus on specific examples from your past experiences that showcase your ability to handle various customer situations effectively. Discuss how you approached inquiries, resolved issues, and ensured customer satisfaction, emphasizing the principles of clear communication and problem-solving.

Highlight the importance of active listening and clear articulation in your response. Discuss strategies such as confirming understanding, summarizing customer concerns, and maintaining a polite tone. You can also mention your commitment to following up on unresolved issues to reassure customers that their concerns are taken seriously.

Use the STAR method (Situation, Task, Action, Result) to frame your answer. Start by setting the scene of the situation, explain the specific challenge you encountered, detail the actions you took to de-escalate or resolve the issue, and conclude with the positive outcome that resulted from your efforts.

In your response, mention tools and techniques that you find helpful for organization. This could include keeping detailed notes, prioritizing tasks, or using software systems to track customer interactions. Emphasize the importance of being proactive and structured in your approach to managing calls and inquiries.

Explain your willingness to acknowledge when you don't have an immediate answer, emphasizing that your focus would be on finding the solution. Discuss your approach to reaching out to supervisors or utilizing available resources to gather the correct information and ensure timely follow-up with the customer.

Talk about your dedication to continual learning, and explore the kinds of training or feedback sessions you seek out to enhance your customer service abilities. Mention any relevant certifications or courses you've taken as well as the importance of self-reflection and applying lessons learned from past interactions.

Discuss your stress management techniques, such as taking brief breaks, prioritizing tasks, and maintaining a positive mindset by focusing on customer success stories. Mention that maintaining professionalism during high volumes of calls is a crucial part of delivering great service.

You can contribute valuable insights by explaining that listening carefully to the customer's issue, asking clarifying questions, and having a solid understanding of the processes involved is essential for aiming for one-call resolution. Emphasize the importance of following through on promises made to customers.

Mention your openness to constructive criticism and how you take it as an opportunity to grow. Share specific examples of times you've received feedback and how you successfully implemented it to improve your performance.

In response to this question, share your motivation for wanting this role. Discuss your passion for helping customers, your admiration for Protective's dedication to service excellence, and how your values align with the company’s commitment to providing exceptional service in the insurance sector.