Guardian Life · 23 hours ago
Client Service Delivery Associate III
United States
Full-time
Remote
Entry, Mid Level
$21/hr - $21/hr
2+ years expGuardian Life is a company dedicated to providing exceptional service to its clients. The Client Service Delivery Associate III role is responsible for managing customer inquiries through various communication channels while ensuring high levels of customer satisfaction and effective problem resolution.
DentalFinancial ServicesHardwareInsuranceLife Insurance
No H1B
Responsibilities
Responds to phone, email, and chat customer inquiries
Ability to move between different functions as needed
Triages & assesses inquiry root cause to determine effective resolution and or response
Utilizes multiple systems to assess, customer inquiries and provide timely and accurate resolution
Optimizes the use of call, email and chat communication channels while receiving high voice of customer (VOC) survey scores
Adheres to schedule and uses scheduling tools appropriately. Must also comply with departmental scheduling policy and practice
Builds immediate rapport with the customer
Achieves strong customer satisfaction and loyalty by providing a positive Customer Experience through responsive, thorough, and effective service
Works collaboratively with back-office areas and departments to research and correct customer issues and provide effective, timely resolution
Leverages strong insurance background to resolve customer inquiries towards effective customer resolution
Possesses knowledge of company procedures and demonstrates technical and soft-skill knowledge to handle the different types of service inquiries
Processes changes within scope of authority or refers to appropriate area as necessary. Escalates to next level when necessary and appropriate
Communicates clearly and articulately in all situations
Listens to others objectively and actively, sharing ideas in a clear and precise manner and participating effectively in discussions and meetings
Possesses knowledge of customer impact and company procedures
Maintains the customer privacy and confidentiality standards as set by Guardian and applicable legal requirements
Qualification
Required
High School degree required
Completion of company training program required (currently remote training)
Ability to navigate between multiple applications efficiently and quickly during one customer interaction to obtain information and provide correct and concise information
Proficient PC skills that demonstrate efficient use of windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with customer on the telephone
Ability to remain focused and productive each day though tasks may be repetitive
Ability to maintain balanced performance in areas of production and quality
Excellent schedule adherence and time management skills
Ability to work effectively with all external/internal contacts, building a positive and respectful working relationship
Professional verbal and written communication skills
Possesses the ability to explain routine and technical issues clearly and understandably
Maintains a high sense of priorities and uses solid judgment in making routine decisions and communicating those decisions to the appropriate parties. Must also understand which situations can be resolved without involving others
Strong aptitude in math
Responds to phone, email, and chat customer inquiries
Ability to move between different functions as needed
Triages & assesses inquiry root cause to determine effective resolution and or response
Utilizes multiple systems to assess, customer inquiries and provide timely and accurate resolution
Optimizes the use of call, email and chat communication channels while receiving high voice of customer (VOC) survey scores
Adheres to schedule and uses scheduling tools appropriately. Must also comply with departmental scheduling policy and practice
Builds immediate rapport with the customer
Achieves strong customer satisfaction and loyalty by providing a positive Customer Experience through responsive, thorough, and effective service
Works collaboratively with back-office areas and departments to research and correct customer issues and provide effective, timely resolution
Leverages strong insurance background to resolve customer inquiries towards effective customer resolution
Possesses knowledge of company procedures and demonstrates technical and soft-skill knowledge to handle the different types of service inquiries
Processes changes within scope of authority or refers to appropriate area as necessary. Escalates to next level when necessary and appropriate
Communicates clearly and articulately in all situations
Listens to others objectively and actively, sharing ideas in a clear and precise manner and participating effectively in discussions and meetings
Possesses knowledge of customer impact and company procedures
Maintains the customer privacy and confidentiality standards as set by Guardian and applicable legal requirements
Availability to work all call center shifts with determination based on occasional shift bid
Constant work sitting at a cubical desk
Preferred
Two-year Associate Degree, bachelor's degree, or equivalent work preferred experience in Customer Service and insurance industry
2-3 years of Call Center experience is preferred
Internet speed at a minimum of 50 Mbps download /10Mbps upload with a hard-wired connection
Insurance, Dental, or Disability experience is a plus
Prior work from home and/or virtual skype experience preferred
Occasional overtime based on business needs
Benefits
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 company match.
Tuition assistance, paid parental leave, and backup family care.
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
Employee Resource Groups that advocate for inclusion and diversity in all that we do.
Company
Guardian Life
Guardian Life Insurance Company of America (Guardian) is one of the country’s leading mutual insurers.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2016-08-23Non Equity Assistance
Leadership Team
Andrew McMahon
Chairman and CEO
Michael Prestileo
Chief Strategy Officer
Recent News
2025-12-11
Company data provided by crunchbase