Customer Service Representative (Loyalty Services)

Job Title: Customer Service Representative (Loyalty Services)
Location: Columbia SC 29210
Duration: 6 months Assignment (potential to temp to perm)
Shift/hours: 40hours/week, 8:30am-7:00pm EST- timeframe. Monday-Friday
Job Schedule: Hybrid Work Schedule, 3 days in office, 2 days remote
Training: 6 weeks - In- Office for the entire duration
 
Job Summary:

• Often the first point of contact for customers, the Loyalty Services Representative is responsible for addressing customer service concerns, inquiries and activities.
• The Loyalty Services Representative is responsible for retention and selling the value of client products and services.
• As a Loyalty Services Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Client’s products and systems.

 Responsibilities:

• Supporting policyholders with insurance product information.
• Work with customers, via inbound and outbound calls, to assist those that wish to cancel their existing insurance coverage, reviewing products, benefits and/or solving service and Claims issues.
• Assist clients by matching our products with the needs to the client.
• Assist in the collection of current and past due premiums.
• Provide detailed information about policies statuses.
• Assist with basic technical troubleshooting for website/app related issues.
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPI’s.
• Exhibits and practices the Organization’s Common Purposes and Shared Traits.
• Understands organizational objectives, supports process improvements, and provides feedback to leadership.
• Willingness to perform other duties as assigned.
• Hybrid Work Schedule, 3 days in office, 2 days remote.
• Represents the client tenants: Personal Connection, Empathy, Problem-Solving, and Ownership

 Competencies:
 
Problem Solving:?

• Takes an organized and logical approach to thinking through problems and complex issues.??
• Simplifies complexity by breaking down issues into manageable parts.?
• Looks beyond the obvious to get at root causes.?Develops insight into problems, issues and situation.???

 Continuous Learning:?

• Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally.??
• Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise.?
• Takes advantage of formal and informal developmental opportunities.?
• Takes on challenging work assignments that lead to professional growth.?

 Initiative:?

• Willingly does more than is required or expected in the job.??
• Meets objectives on time with minimal supervision.??
• Eager and willing to go the extra mile in terms of time and effort.
• Is self-motivated and seizes opportunities to make a difference.?

 Adaptability:?

• Ability to re-direct personal efforts in response to changing circumstances.?
• Is receptive to new ideas and new ways of doing things.?
• Effectively prioritizes according to competing demands and shifting objectives.?
• Can navigate through uncertainty and knows when to change course?.

 Results Orientation:?

• Effectively executes on plans, drives for results and takes accountability for outcomes.?
• Perseveres and does not give up easily in challenging situations.
• Recognizes and capitalizes on opportunities.?
• Takes full accountability for achieving (or failing to achieve) desired results.

 Values Orientation:?

• Upholds and models Client values and always does the right thing for the company, colleagues and customers.?
• Is direct truthful and trusted by others.?
• Acts as a team player.?
• Acts ethically and maintains a high level of professional integrity.?
• Fosters high collaboration within own team and across the company; constantly acts and thinks “One?client”

 Qualifications for Internal Candidates Skills:

• Previous experience working as a customer service representative.
• Friendly and professional demeanor.
• Excellent communication and interpersonal skills.
• Critical thinking and Basic computer skills and knowledge of database software.
• Demonstrated attention to detail, organizational skills, and time management skills.
• Ability to work a flexible schedule to meet the needs of the business and performance requirements.
• Ability to remain calm in stressful situations.
• Ability to explain detailed policy concepts in a simple way.
• 1+ years of experience.

 Education and Experience:

• 1-2 years’ experience of customer service.
• 1-2 years contact center experience.
• Previous experience with retention efforts to retain customers preferred.
• Previous phone sales experience is a plus.
• High School required; bachelor’s degree preferred.

 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $19.00/hr.