Customer Care II

Please Note: This position will be remote-based. Customer Care Agent- Starting pay rate is $18.00 per hour ($37,440) 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 savvy problem solver that can treat customers with compassion and care. 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 service. ​ Location: Mobile 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: $31,660.00 - $47,485.00 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. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits . 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 [email protected] . Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site. Visa Sponsorship Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship. Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers ). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues. Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to [email protected] , making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via [email protected] . Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here . Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.