[Hiring] Contact Center Representative I @The Standard

Role Description

Serve as a primary contact for members by delivering personalized, accurate information and guidance through a variety of communication channels. Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings. Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution. Provide technical, procedural, and operational support while adhering to established policies and service standards. Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics.

Key Responsibilities

• Respond to member inquiries with accurate, personalized information and support across products, policies, and procedures.
• Research and resolve member transactions, including determining eligibility and communicating outcomes within established guidelines.
• Monitor and follow up on client issues, escalating cases as needed and using de-escalation techniques to ensure a positive member experience.
• Utilize systems and performance tools to meet metrics for quality assurance, schedule adherence, and customer satisfaction.
• Gather and analyze customer feedback to recommend process improvements, update communications, and support customer-focused projects.
• Ability to work 9:30am-6pm PST is required for this role.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• 2 years in a dynamic customer service environment.
• Telephonic customer service experience preferred.
• Strong verbal and written communication skills with the ability to provide clear, accurate, and personalized information.
• Demonstrated ability to handle high-volume inquiries across multiple communication channels (phone, email, chat, etc.).
• Proven problem-solving and research skills to investigate and resolve member issues effectively.

Key Behaviors of a Successful Candidate

• Driving Success: Acts with urgency, pursues ambitious goals and shows resilience in the face of obstacles and setbacks.
• Adaptability: Sees possibilities in changing circumstances, accepts and understands change and alters behavior as necessary.
• Customer Focus: Understands and anticipates both internal and external customer needs and develops customer-inspired solutions that exceed expectations.

Benefits

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions.
• An annual incentive bonus plan.
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure.
• A supportive, responsive management approach and opportunities for career growth and advancement.
• Paid parental leave and adoption/surrogacy assistance.
• An employee giving program that double matches your donations to eligible nonprofits and schools.

Salary Range

20.00 - 26.20