What are the responsibilities and job description for the Customer Service Specialist position at Protective?
The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
In this role, you will be responsible for providing exceptional service to our customers. You will interact with customers primarily over the phone to address their inquiries, resolve problems, and ensure their overall satisfaction. The ideal candidate will have strong multitasking skills, be comfortable working with multiple technology systems, and demonstrate ownership and a proactive approach to problem-resolution.
Responsibilities:
- Assist customers across multiple channels (phone, email, chat, social media) to deliver a consistent, positive experience.
- Resolve inquiries and issues promptly, using active listening and appropriate solutions or escalation when needed.
- Navigate multiple systems to access information, track interactions, and document details accurately.
- Provide accurate product, service, and policy information while maintaining strong knowledge of offerings.
- Take ownership of customer issues through resolution, meeting service level agreements and quality standards.
Knowledge, Skills, & Abilities:
- Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.
- Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
- Empathetic listening skills, good judgement, and critical thinking to know when issues should be escalated.
- Excellent communication skills, both written and verbal, with a professional and friendly demeanor.
Requirements:
- Previous customer service experience in an inbound call center or similar environment is strongly preferred.
- Experience using various modern computer systems, software applications, and communication tools.
- Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
- High school diploma or equivalent; some college education preferred.
- Flexibility to work in shifts, including evenings, weekends, and holidays, as required.
Protective’s targeted salary range for this position is $41,600 to $45,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.
Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary : $41,600 - $45,000