Customer Service Coach

Globe Life Family of Companies; Omaha (NE); Remote; USD 50,000 - 70,000; Full time

Job summary

As a Customer Service Coach at a leading company, you will drive team performance through coaching and training to ensure high levels of customer satisfaction. This remote position rewards your commitment to employee development and performance enhancement in a supportive environment, with a comprehensive benefits package.

Benefits

Comprehensive health, dental, and vision insurance

Retirement plans with company-matched 401k

Paid holidays and time off

Continued education reimbursement eligibility

Company-paid counseling services

Qualifications

• Two years of call center customer care experience required.
• Must currently be a CSS within Customer Service.
• Ability to maintain confidentiality and strong organizational skills.

Responsibilities

• Coach agents to ensure productivity and customer satisfaction.
• Communicate company goals effectively to team members.
• Escalate issues appropriately and identify performance trends.

Skills

Customer Service

Coaching

Communication

Analytical Skills

Problem Solving

Education

Some College

Tools

Microsoft Office Suite

Customer Service Programs

Job description

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.

Required Skills

Required Experience