Customer Care Specialist

Purpose

Are you service minded? Do you thrive on engaging with customers and exceeding their expectations? Are you professional in your communication and dedicated to helping others?

ARAG is looking for Customer Care Specialists! In this role, you will provide direct customer service to ARAG plan members and attorneys over the phone. The ability to problem solve and demonstrate reliability and a commitment to the customer experience is essential.

This hybrid role follows a standard weekly schedule (Monday - Friday), with available shifts of 8:00-4:30, 8:30-5:00, 9:00-5:30, and/or 9:30-6:00 CST. Our in-office days are Tuesday & Wednesday.

Essential Duties and Responsibilities

• Provides exceptional customer service to plan members and network attorneys via the telephone.
  • Offers information on how to access and use our website.
  • Answers enrollment and eligibility questions and explains the value of the legal plan.
  • Explains the details of the legal plan and how to utilize the legal plan.
  • Determines accurate coverage.
  • Provides claims explanations.
  • Handles minor customer complaints.
• Actively listens and engages with our customers in positive and inviting tones.
• Shows empathy and concern for our members.
• Identifies customer needs and obstacles and takes the necessary steps to problem solve.
• Maintains department performance standards including quality assurance goals.
• Comprehends complex legal matters, endorsements, and processes.
• Critically evaluates information being provided and asks relevant questions that help determine coverage.
• Applies detailed knowledge of products and plan designs for each unique situation and offers on the options available that benefit the customer.
• Works as a fiduciary of the company and navigates coverage denials when present.
• Ability to de-escalate upset members and provide assistance or guide them to the appropriate resources.
• Serves as a positive role model by representing the ARAG at its Best.
• Other duties as assigned.

Qualifications

Knowledge

• Understanding of how to provide excellence in customer service.
• Understanding and commitment to the customer experience.
• Basic knowledge of insurance and or the legal system preferred.

Skills

• Ability to work in a fast-paced environment; handling 50+ calls per day.
• Active listening with the purpose of understanding.
• Clear and intelligible speaking voice.
• Excellent grammar and spelling skills.
• Strong computer skills including Microsoft Office applications.
• Ability to multi-task in a fast paced environment.
• Ability to maintain composure and emotional reactions in elevated situations.
• Ability to de-escalate upset callers.
• Analytical ability to determine coverage based on policy provisions.
• Motivation to exceed customer’s needs and expectations.
• Positive, enthusiastic and cooperative approach to both the callers and the team members.
• Identify trends and gaps to proactively solve problems.

Education

• High School Diploma.

Experience

• 1+ years customer service experience required. Prior telephone experience preferred.

Certifications, Licenses, Associations, etc.

• None.

Physical

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.