Customer Service Coach

Globe Life; McKinney (TX); Remote; USD 50,000 - 70,000; Full time

Job summary

Globe Life is seeking a Customer Service Coach to enhance the team's performance through coaching and support. The successful candidate will foster a collaborative environment and help agents refine their skills for optimal customer service outcomes, while enjoying a robust benefits package and opportunities for personal development.

Benefits

Comprehensive healthcare plans

Life insurance benefits

Pension plan with company match

Paid time off

Parental leave

Employee assistance programs

Education reimbursement programs

Qualifications

• Two years of call center customer care experience required.
• Exceptional listening, analytical, and communication skills expected.
• Proficiency in Microsoft Office Suite is valued.

Responsibilities

• Coach agents to ensure productivity and customer satisfaction.
• Communicate company goals and performance metrics.
• Hold regular team meetings to review performance and provide guidance.

Skills

Listening

Analytical Skills

Interpersonal Skills

Communication

Problem Solving

Organizational Skills

Customer Service Principles

Education

Some College

Tools

Microsoft Office Suite

Job description

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Primary Duties & Responsibilities

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.

Job Description

Customer Service Coach

Primary Duties & Responsibilities

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.

We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview

Could you be our next Customer Service Coach?Globe Life is looking for a Customer Service Coach to join the team!

In this role, you will be responsible for coaching agents, communicating company goals, and providing help to management. This includes training and keeping management updated on team performance as needed.Must keep abreast of all new policies & procedures within the department to keep the agents up to date on all information.

This is a remote / work from home position.

What You Will Do

• Coach agents to ensure productivity, quality and customer satisfaction performance objectives are met and performed in an efficient manner.
• Communicate company goals and metrics with team members to deliver a high level of customer service.
• Coach and develop agents to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
• Hold regular team meetings with agents as a SME to review previous day/week/month performance and provide guidance regarding future performance in order to continuously improve results.
• Escalate issues appropriately and in real-time including, but not limited to, technical & performance, and human resources issues.
• Identifies adverse performance trends and patterns & informs/advises Management.
• Provides input and assists with the development of additional training or policy and procedures changes that may be required to enhance service productivity.
• Summarizes finding and recommendation and forwards to supervisor for use in performance assessments.
• Provide coaching, advice, and guidance based on audit findings.
• In periods of excessive call volume, assist by taking calls.
• Participates in meetings and presentations or other designated special projects assigned by department management.
• Maintains a comprehensive working knowledge of policies, procedures, and benefits across all lines of business.
• Develops job aides and other tools to assist the agents in improving their overall performance.
• Other duties as assigned.
  
  

What You Can Bring

• Two years of call center customer care experience.
• Must currently be a CSS within Customer Service.
• If internal applicant, CSS title preferred.
• Exceptional listening and analytical skills.
• Dedication to providing exceptional World Class Customer Service.
• Strong Performance in current position.
• Some College a plus.
• Ability to prioritize and organize work in a multitasking environment.
• Ability to maintain the highest level of confidentiality.
• Excellent interpersonal, written, and oral communication skills.
• Excellent judgment, reasoning, and problem-solving skills.
• Possess a strong working knowledge of correct grammar and punctuation usage.
• Strong working knowledge of all types of Customer Service programs (i.e., CSE, Letter writer, Mainframe, Intranet, etc.).
• Be able to objectively review phone calls in accordance with department guidelines.
• Strong organizational skills.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of the Internet for business use.
• Ability to learn new computer systems.
• Knowledge of customer service principles and practices.
• Ability to professionally handle and resolve escalated issues.
• Team work.
  
  

Applicable To All Employees of Globe Life Family of Companies:

• Reliable and predictable attendance of your assigned shift.
• Ability to work full time and/or part time based on the position specifications.
  
  

How Globe Life Will Support You

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
• Paid holidays and time off to support a healthy work-life balance.
• Parental leave to help our employees welcome their new additions.
• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for assistance with mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
  
  

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Insurance

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