Customer Care II

Customer Care Agent- Starting salary range is between $18.00 per hour and $21.60 per hour, based on location, with a 3% annual bonus target.

Do you want to be part of a collaborative Customer Response team?

In this role you will be responsible to facilitate, analyze and resolve customer issues through a variety of

communication channels, including phone, email and chat. You will service a suite of absence products such as short-term disability, state disability, state paid family leave and Family Medical Leave Act. You will be initiating new absences for members as well as answering questions about current benefits and claims.

At Guardian we foster a team culture where 'People Count," "We Do the Right Thing," and "We Hold Ourselves to Very High Standards". If this sounds like you, Guardian is seeking a Customer Care Representative to join our Member/Provider.

Customer Response Unit.

You are:

A consummate professional with excellent verbal and written communication skills. You are self-motivated and goal orientated, and you thrive in a fast-paced environment where best in class customer service is your standard. You're patient, empathetic, detail orientated, and work well independently in a team

setting. You are a tech saavy problem solver that can treat customers with compassion and care.

Qualifications

You have:

• High School Diploma.

• Associate Degree or bachelor's degree preferred.

• Experience in a service-related industry.

• Minimum internet speed of 50/25 Mbps

• Private and secure workspace free from interruptions

• Phone skills, including familiarity with complex or multi-line phone systems

• Strong time management and organizational skills

• Great active listening skills

• Exceptional interpersonal and rapport building skills

You will:

• Serve as a company ambassador by delivering exceptional customer service in the contact center.

• Collaborate across teams to solve customer issues and provide product support.

• Build relationships with the Guardian members and providers by ensuring their needs are fulfilled in a timely and satisfactory fashion.

• Contribute in an ever-evolving work environment, where everyone's ideas matter.

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns

• De-escalate situations involving dissatisfied customers, offering patient assistance and support

• Develop in-depth knowledge of a company's products and/or services

Location:

Bethlehem, PA preferred, will consider remote

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.

We offer:

• Meaningful and challenging work opportunities to accelerate technology and innovation in a secure and compliant way

• Competitive compensation.

• 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 match.

• Tuition assistance, paid parental leave and backup family care.

• Dynamic, modern work environments that promote collaboration and creativity.

• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.

• 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, and advocate for diversity and inclusion in all that we do.

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.

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 individual's 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 ~~~ .

Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being - mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at ~~~ .