Customer Service Specialist

Protective is a company dedicated to helping protect customers against life’s uncertainties. In this role, you will be responsible for providing exceptional customer service, addressing inquiries, resolving problems, and ensuring overall customer satisfaction primarily over the phone. Responsibilities Assist customers via various communication channels, including phone, email, chat, and social media, ensuring a consistent and positive experience Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately Actively listen to customers, identify their needs, and provide appropriate solutions or escalate to the appropriate team if necessary Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction Provide accurate and up-to-date information about products, services, policies, and procedures Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards Recommend opportunities for improvement of our customer service processes and interactions Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities Skills Strong multitasking skills Comfortable working with multiple technology systems Demonstrate ownership and a proactive approach to problem-resolution Assist customers via various communication channels, including phone, email, chat, and social media, ensuring a consistent and positive experience Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately Actively listen to customers, identify their needs, and provide appropriate solutions or escalate to the appropriate team if necessary Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction Provide accurate and up-to-date information about products, services, policies, and procedures Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards Recommend opportunities for improvement of our customer service processes and interactions Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities 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 Experience using various modern computer systems, software applications, and communication tools Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations Flexibility to work in shifts, including evenings, weekends, and holidays, as required Previous customer service experience in an inbound call center or similar environment is strongly preferred High school diploma or equivalent; some college education preferred Benefits Comprehensive health, dental and vision insurance Mental health benefits Employee assistance program Paid time off Paid parental leave Short-term disability Cultural observance day Contributions to healthcare accounts Pension plan 401(k) plan with Company matching ProHealth Rewards Company Overview Protective is a holding company, whose subsidiaries provide financial services It was founded in 1907, and is headquartered in Birmingham, Alabama, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Protective Life has a track record of offering H1B sponsorships, with 1 in 2025, 2 in 2024, 3 in 2023, 1 in 2022, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.