Customer Service Specialist

**Training will begin for this class on January 4th**

ReedGroup understands the importance of protecting our applicants and employees during these uncertain times and recognizes the need to work remotely during the concerns related to COVID-19. Must live within a commutable distance to one of our offices (Appleton, WI), as this position will return to the office once COVID-19 restrictions are lifted .

Do you have the desire to be part of a growing and innovative team? Is a culture where "People Count" and "We do the Right Thing" important to you? If so, ReedGroup is actively seeking compassionate, driven and service-oriented individuals to join our Operations Team as a Customer Service Specialist. You'll need to be prepared to think on your feet while supporting individuals who are making major life decisions. You'll find yourself working with a committed group of colleagues who are not afraid of hard work or rapid change. We go home every day knowing that the work we do really matters - we make a difference in people's lives.

In this position you will find yourself working in a modern workspace and in an environment with kind and caring peers and managers. We care about one another as well as the health and well-being of our clients and employees. We strive to accomplish our goals together and we celebrate successes by honoring you as an individual and as part of a larger team.

About ReedGroup:

As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years. We create a seamless experience so clients can excel at their jobs and better serve their employees - supporting a thriving, engaged, and skilled workforce.

What can I expect as essential functions for the Customer Service Specialist?

• Helping people navigate through the logistics and real-world concerns of managing their leave of absence from work


• Answering incoming calls in the Service center from people who need help with their leave of absence


• Supporting callers by serving as a subject matter expert on a variety of leaves of absence, following comprehensive training


• Initiation of new leave cases in our software system


• Identifying and expediting priority issues


• Performing work under direct supervision, continuing to gain knowledge about disability/leave management to improve ability to take on more complex responsibilities


• Managing some leave of absence paperwork, as needed

• Learning, retaining and applying enhanced knowledge of multiple systems and products


• Analytical, organizational, problem solving and relationship building skills


• Making independent complex decisions within scope of authority


• Recognizing and implementing best solution for the customer and ReedGroup, not necessarily the standard or most obvious.


• Excellent oral and written communication skills


• Arriving to work each day with a positive attitude


• Working well independently, persistently driving to meet department/organization goals


• Adapting to a rapidly changing environment, changing priorities and learning and adapting new skills sets


• Proficiency and experience with PC skills including mainframe systems. Demonstrate efficient use of windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with customer on the telephone.


• Quickly navigating between multiple applications within one customer interaction to obtain information and provide correct and concise information back to the customer that combines data retrieved (talk and type)


• Strong interpersonal skills; working within a variety of department and levels of management


• Exhibiting genuine and consistent passion for service


• Maintaining a high sense of priority and using solid judgment in making routine decisions and communicating those decisions to the appropriate parties


• Possessing a high level of confidentiality and professionalism

• Continuously strives to provide superior products and customer service


• Expresses oneself in an open and honest manner


• Demonstrates self-awareness and embraces feedback

• High School diploma or GED required. College a plus


• Bilingual (English/Spanish) a plus


• Inbound call center experience, preferred, but not required


• Knowledge of Disability Management, FMLA, and Workers Compensation a plus, a background in disability insurance or health care also favorable


• Proficient and experienced PC skills with Microsoft office, dual screens and toggling between multiple systems

Reporting Relationship:

This position reports to an Operations Managers.

Benefits:

• Medical, dental, vision, and prescription plans - no waiting period, available day one!


• Paid training


• Paid parental leave and backup family care


• 401k


• Attractive Paid Time Off (PTO) Available upon completion of training


• Life and disability insurance


• Tuition assistance program


• Wellness discounts

Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards.

As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting inclusion and diversity.

ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company - providing even more ways we can better serve people. Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first.

ReedGroup is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.