Call Center Specialist
We help people secure their future and protect the ones they love. Ranked No. 76 in the annual FORTUNE 500 ranking (FORTUNE Magazine, 6/15/16), MassMutual continues its long history of financial strength. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans achieve their financial goals. We continue to be recognized for our efforts to create a diverse and inclusive workplace! MassMutual is one of DiversityInc s 2016 Top 50 Companies for Diversity and ranked a 2016 Top 10 Company for Executive Women by the National Association for Female Executives. In 2015, after more than 15 years of earning a place on the Working Mother Top 100 Best Companies list, MassMutual was inducted into the Working Mother Hall of Fame. MassMutual also scored 100 percent on The Human Rights Campaign's Corporate Equality Index (CEI) to earn a spot on the CEI Best Places to Work List (2016). In addition, MassMutual has been recognized as a World s Most Ethical Company by the Ethisphere Institute and 2016 Military Friendly Employer by Military Friendly. For more information, visit or find us on Facebook, Twitter, LinkedIn, YouTube, Google
and Pinterest. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives. CRN201806
Position Summary
We are seeking energetic and motivated Call Center Specialist s to join the dynamic Workplace Solutions departmen t in Phoenix, AZ and Enfield , CT ! As a Call Center Specialist , you are the voice of the MassMutual brand. The primary goal is to provide high quality, accurate and time-sensit ive service to our customers. The Call Center Specialist will be trained to answe r questions about Workplace Solution products with an emphasis on knowledge, problem solving, adherence to policies and procedures .
The hours of operation are Monday Friday from 8am 9 pm EST. Your full time shift would be between our hours of operations.
Job Responsibilities
- Strong Interpersonal Skills
- Strong learning agility
- Results oriented
- E xcellent communication skills and de monstrate s the ability to anticipate the needs of the callers, build rap port with each customer, ask prob ing questions and understand how to create a best-in-class client experience and resolve custome r requests on the first contact
- Educating customers about the services MassMutual provides for their retirement needs
- Adapt to changes in the market, industry or company p olicies and business conditions
- Balance time effectiveness and efficiency to ensure our departmen t meets expected service levels
- Meet t he established goals and objectives; customer experience, first contact resolution, call quality and call handling time. Additionally, becoming an internal stakeholder in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer service
- Solid technical skills. Efficiently navigate through systems / websites to maximize time to respond and resolve the service requests of policy owners, general agents, producers, and field personnel maintaining ownership and accountability until completed, or within established turnaround times.
Upcoming Training class starts on June 5 , 2017
Required
Qualifications:
- 1
years of customer service experience - Excellent written, verbal, active listening and interpersonal skills required
- Proficiency with Microsoft Office Suite
- High School Diploma (or GED)
- Authorized to work in the US without sponsorship
Preferred Qualifications
- College degree
- Ex perience with financial products, hospitality or retail sales with a high degree of direct customer contact is a plus!
Winning Ways
- Focus on the Customer:
Know your customers well; add value with a sense of urgency. - Act with Integrity:
Be trustworthy, adhere to high ethical standards and adhere to the letter and spirit of applicable laws, rules, regulations and company policies - Value People:
Lead people to success; appreciate diverse backgrounds, ideas and experiences. - Work Collaboratively:
Partner with others to achieve results that leverage the right resources - Achieve Results:
Focus on winning; consistently exceeds expectations, beat the competition
MassMutual Financial Group Financial Group is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity /Individual with Disability/Protected Veteran. We welcome all persons to apply.
Associated topics:
customer service, customer service specialist, intern, representante de servicio al cliente, service, support, system support, technical support, telephone service representative, tsrEstimated Salary: $20 to $28 per hour based on qualifications.
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