[Hiring] Customer Service Coordinator @Knights of Columbus

Role Description

The Customer Service Representative I position is a dynamic Contact Center position focused on the servicing of inbound telecom/email requests from both Agents and Members of KofC. Contact Center Representatives will handle complex inquiries involving Insurance and Annuity products along with Membership/Fraternal transactions. The successful CSR I will be able to thrive in a high volume - changing service environment.

• Maintains a professional, courteous, and positive image to reflect positively on the Order's image and business operations.
• Focuses on building day-to-day working knowledge of all position-specific operating systems, product offerings, and roles of each Insurance Ops department.
• As part of a pro-active service team, focuses on First Call Resolution (FCR) and seeks to limit hold time for callers.
• Approaches all calls with enthusiasm and empathy, focusing on fact-based handling of inquiries.
• Works with Coach/Supervisor on call flow control, escalation, documentation, and facilitation to partner business units.
• Receives direct feedback on 10-15 specific calls as part of monthly QA Assessment.
• Productivity gauged at 50% within the first three months; expected to be fully productive by month six.
• Annual performance focused on Call Production, Quality Assurance, Schedule Adherence, and overall teamwork.
• Receives feedback monthly and participates in a mid-year review.

Qualifications

• Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction.
• An effective communicator who understands the importance of listening, being empathetic, and remaining professional in a conversational manner.
• Solid written communication skills.
• Ability to work and grow in a fast-paced, high-volume call center environment.
• Willingness to learn new skills and ability to adjust to changes quickly.
• Open to feedback to support performance and development.
• Solid computer and multi-tasking skills.
• Ability to speak French Canadian or Spanish is a plus but not required.

Requirements

• High school diploma or equivalent required; college degree or currently pursuing preferred.
• Authorization to work in the US is required.
• This position is not eligible for visa sponsorship.

Benefits

• Time Away: 13 paid holidays per year in addition to vacation and paid sick leave, and flexible workweek schedules.
• Professional Development: Certifications, designation, and tuition reimbursement.
• Retirement Benefits: 401(k) retirement savings plan with matching company contributions, and cash balance retirement plans fully funded by the company.
• Health and Wellness:
• Short-term disability and term life insurance fully paid for by the company.
• Up to 12 weeks of childbirth leave under STD policy.
• One week of fully paid parental leave for all new parents, including adoptive and foster parents.
• A variety of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions.
• Long-term disability insurance.
• Dental insurance.
• Vision insurance.
• Health club membership reimbursement.
• Employee Assistance Program.