Customer Care Representative II – 21000749 Washington

Customer Care Representative II **Training will begin for this class on June 28, 2021 ** ReedGroup understands the importance of protecting our applicants and employees during these uncertain times and recognizes the need to work remotely during the concerns related to COVID-19.

If you live within a commutable distance to one of our offices (Spokane, WA | The Woodlands, TX | Appleton, WI), this position will give you the opportunity to return to an office once COVID-19 restrictions are lifted.

We also have remote opportunities available.

Do you have the desire to be part of a growing and innovative team?

Is a culture where “People Count” and “We do the Right Thing” important to you?

If so, ReedGroup is actively seeking compassionate, driven and service-oriented individuals to join our Operations Team as a Customer Care Representative II.

You’ll need to be prepared to think on your feet while supporting individuals who are making major life decisions.

You’ll find yourself working with a committed group of colleagues who are not afraid of hard work or rapid change.

We go home every day knowing that the work we do really matters
– we make a difference in people’s lives.

In this position you will find yourself working in a modern workspace and in an environment with kind and caring peers and managers.

We care about one another as well as the health and well-being of our clients and employees.

We strive to accomplish our goals together and we celebrate successes by honoring you as an individual and as part of a larger team.

About ReedGroup: As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years.

We create a seamless experience so clients can excel at their jobs and better serve their employees
– supporting a thriving, engaged, and skilled workforce.

What can I expect as essential functions for the Customer Care Representative II?

Helping people navigate through the logistics and real-world concerns of managing their leave of absence from workAnswering incoming calls in the Service center from people who need help with their leave of absenceSupporting callers by serving as a subject matter expert on a variety of leaves of absence, following comprehensive trainingInitiation of new leave cases in our software systemIdentifying and expediting priority issuesPerforming work independently with support as needed from Customer Care Consultant and Operation ManagerWork with more complex responsibilitiesEnhanced knowledge of multiple systems and productsManaging some leave of absence paperwork, as needed You are proud of your abilities to demonstrate the following: Learning, retaining and applying enhanced knowledge of multiple systems and productsAnalytical, organizational, problem solving and relationship building skillsMaking independent complex decisions within scope of authorityRecognizing and implementing best solution for the customer and ReedGroup, not necessarily the standard or most obvious.Excellent oral and written communication skillsArriving to work each day with a positive attitudeWorking well independently, persistently driving to meet department/organization goalsAdapting to a rapidly changing environment, changing priorities and learning and adapting new skills setsProficiency and experience with PC skills including mainframe systems.

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.Quickly navigating between multiple applications within one customer interaction to obtain information and provide correct and concise information back to the customer that combines data retrieved (talk and type)Strong interpersonal skills; working within a variety of department and levels of managementExhibiting genuine and consistent passion for serviceMaintaining a high sense of priority and using solid judgment in making routine decisions and communicating those decisions to the appropriate partiesPossessing a high level of confidentiality and professionalism Leadership Behaviors Continuously strives to provide superior products and customer serviceExpresses oneself in an open and honest mannerDemonstrates self-awareness and embraces feedback Position Qualifications: High School diploma or GED required.

College a plusBilingual (English/Spanish) a plusMinimum of 1 year of inbound call center experience, requiredKnowledge of Disability Management, FMLA, and Workers Compensation a plus, a background in disability insurance or health care also favorableProficient and experienced PC skills with Microsoft office, dual screens and toggling between multiple systems **Monday
– Friday attendance is required during the 5-week paid-training.** Reporting Relationship: This position reports to an Operations Managers.

Benefits: Medical, dental, vision, and prescription plans
– no waiting period, available day one!Paid trainingPaid parental leave and backup family care401kAttractive Paid Time Off (PTO) Available upon completion of trainingLife and disability insuranceTuition assistance programWellness discounts Philanthropic Opportunities: Social responsibility is part of our mission.

It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards.

As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting inclusion and diversity.

ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company
– providing even more ways we can better serve people.

Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth.

And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first.

ReedGroup 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.

Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity