Customer Service Specialists
MassMutual
This is a Contract position in Springfield, MA posted August 23, 2020.
Handles inbound phone requests from customers/agents for policy information that may also include follow-up contact and sending forms/letters.
Completes new hire training by successfully passing all mock calls, modules and quizzes.
Adheres to MassMutual policies and procedures including following a standard phone schedule critical for call center operation.
Uses resources to accurately apply knowledge to handle many problems independently but seeks guidance in complex situations.
Communicates effectively and identifies the needs of the caller.
Builds rapport with each customer, asking probing questions and understanding and delivering customer requests on the first contact.
Multitasks with multiple systems and tools to meet established goals.
Engages and participates in the process of continuous improvement to drive exceptional customer service and strategic milestones for the organization.
BASIC QUALIFICATIONS 2 years of customer service experience High School Diploma (or GED) Strong communication and interpersonal skills Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems and windows Availability to work any shift within the operating hours of 8am-8pm EST and overtime as required
