Contact Center Representative I

The next part of your journey is right around the corner - with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we've been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

Job Summary

Join our team to provide exceptional customer service by responding to inquiries, resolving issues, and ensuring members have a positive experience with our products and services. You'll be responsible for answering product-related questions, conducting research, and guiding members through procedures. Additionally, you will help resolve issues, escalate when necessary, and follow up with clients as needed to ensure satisfaction. Utilizing various tools and systems, you'll contribute to maintaining high standards in service quality and customer satisfaction.


Key Responsibilities:

• Respond to customer inquiries, providing clear and accurate information about products and services.
  
  
• Research and resolve member issues, escalating when needed to meet service timelines.
  
  
• Ensure customer satisfaction through effective communication, de-escalation, and follow-up.
  
  
• Collect and analyze customer feedback for process improvement.
  
  
• Support division projects related to customer service activities and administrative functions.
  
  

Skills and Background You'll Need


Education: High school diploma or equivalent; Associate degree preferred.


Experience: 2+ years of customer service or telephonic experience.

• Familiarity with company policies and service procedures.
  
  
• Strong communication and problem-solving skills.
  
  
• Experience in a contact center environment.
  
  
• Proficiency with customer service technologies and systems.
  
  
• Ability to work in a fast-paced environment and manage multiple tasks.
  
  

Key Behaviors of a Successful Candidate

• Adaptability : Able to adjust to new processes, systems, and feedback.
  
  
• Problem-solving : Identifies issues, investigates solutions, and resolves concerns effectively.
  
  
• Customer-centric : Focused on delivering an excellent experience for members.
  
  

Why Join The Standard?

We have built an enduring legacy of stability, financial strength and exceptional customer service through the contributions of the service-oriented people who choose to work at The Standard. To ensure we can attract and retain the best talent, when you join The Standard you can expect:

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
  
• An annual incentive bonus plan
  
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually - PTO increases with tenure
  
• A supportive, responsive management approach and opportunities for career growth and advancement
  
  
• Paid parental leave and adoption/surrogacy assistance
  
• An employee giving program that double matches your donations to eligible nonprofits and schools
  

In addition to the competitive salary range below, our employee-focused benefits support work-life balance. Learn more about working at The Standard.

• Eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on a variety of factors including individual and organizational performance.
  
  

The actual compensation for this role will be based on a combination of education and experience, knowledge and skills, position budget, internal equity, and market data.

Salary Range:

Positions will be posted for at least 5 days from original posting date.

Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Mortgage Investors, LLC, StanCorp Investment Advisers, Inc., and American Heritage Life Insurance Company and American Heritage Service Company, marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender identity, sexual orientation, age, disability or veteran status or any other condition protected by federal, state or local law. Except where precluded by state or federal law, The Standard will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. The Standard offers a drug- and alcohol-free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on The Standard's property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation and employment, education and licensing verification as a condition of employment. After any conditional offer of employment is made, the background check will include an individualized assessment based on the applicant's specific record and the duties and requirements of the specific job. Applicants will be provided an opportunity to explain and correct background information. All employees of The Standard must be bondable.