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Job Details

Since these are all work from home, freelance, contract and telecommute jobs, you can be based anywhere and still apply, providing you meet the employer's requirements. However, there are times when the employer will ask for applicants from a specific location, this will be clearly stated in the job posting below.

Title: Customer Service Specialist
Date Posted: 2017-05-20
Location: Not mentioned
Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum helps protect more than 25 million working people and their families in the event of illness or injury. Colonial Life is a member of the Unum family of businesses and is a market leader in benefit solutions, specializing in personal insurance products offered to employees in the workplace.

Headquartered in Chattanooga, Tennessee, Unum has significant U.S. operations in Portland, Maine, Worcester, Massachusetts and Glendale, California with over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide.

General Summary

This is the entry level position of a two level career path. The incumbent is responsible for providing critical and accurate information on benefits, claims and/or policy administration. All work is carefully performed according to established protocols/procedures. As the first point of contact and a direct representation of the Unum/Colonial brand, this position is responsible for the execution of exceptional customer satisfaction by acting in the best interest of the customer; ensuring information is accurate, applying empathy to those situations that require special care and concern. Customer issue resolution is a priority - issues should be resolved on the first call whenever possible.

This position will require incumbents to work from home, separate from the home office. On rare occasions remote employees may be required to come to the office. This position requires the setup and use of multiple systems, applications and administrative processes. While service is focused on our external customers, this position is responsible for creating detailed/appropriate documentation for our internal cross-functional business partners.

Principal Duties and Responsibilities

- Respond to external customers inquiries with timely and accurate information

- Follow all documented processes/workflow to enhance customer service and reduce customer effort/operating efficiency

- Meet or exceed individual performance goals which contribute to the overall goals of the Contact Center

- Utilize resources and tools to accurately respond to customer inquiries

- Accurately navigate through specific system platforms

- Meet the expectations of the quality/productivity standards

- Share recommended process improvements to enhance customer service and/or efficiency

- Continuously acquire knowledge and understanding of the business functions that the role supports

- Ensure privacy of our customers remains the utmost importance

- High level of discipline to remain focused and adhere to a prescribed schedule while working from home

- Shifts may vary outside the standard 8:00 am to 5:00 pm. This position requires employees to be available to work a flexible schedule between the hours of 7:00am-6:00pm, Monday-Friday.

- May perform other duties as assigned


Job Specifications

- Bachelor's degree preferred or equivalent, relevant business experience required

- Strong customer service orientation with demonstrated commitment to meet/exceed customer needs

- Strong verbal/written communication and interpersonal skills

- Demonstrated ability to work in a fast paced, structured environment, handling large call volumes

- Ability to make sound business decisions, which balance customer satisfaction and financial integrity

- Strong computer proficiency essential

- Self-directed with the ability to perform both as part of team and individually

- Ability to adapt and work effectively in a continuously changing environment

- Solution oriented individual demonstrating critical thinking and problem solving skills

- Ability to seek out developmental opportunities and continuously improve skills/performance

- Consistently demonstrate a high level of professionalism through a strong worth ethic that positively influences the work habits of the team

- Detail oriented with a focus on quality and consistently meeting goals

- Meets the standards for this position, as defined in the Talent Management framework

Requirements for remote workers:

- Must be located in Mountain or Pacific Time Zone

- Must have access to a broadband cable internet service provider

- A separate, quiet dedicated work space must be established at remote site for the purpose of performing work duties. This area must be maintained in a safe condition, free from all hazards

Unum and its family of businesses offer world-class training and development, generous compensation and benefits packages, and a culture built on employee ideas.

Unum and its family of businesses is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status

Apply via this link only:

keywords: customer service job, customer service specialist


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Company: Unum
Contact person: Not mentioned
Contact information: info@unum.com (DO NOT APPLY VIA THIS EMAIL ADDRESS)