Remote Contact Center Specialist – DBL/PFL Support

Eightelevengroup; Birmingham (AL); On-site; USD 27,552 - 30,307; Full time

Benefits offered by this job

Dental insurance

Remote work

Job summary

Eightelevengroup is seeking a Contact Center Specialist for a 6-month remote contract. You will handle incoming calls related to DBL and PFL, delivering professional customer service while documenting interactions.

Ideal candidates have strong communication, problem-solving, and empathy, with proficiency in Microsoft Office and insurance industry experience. Remote work offers a supportive team environment and dental insurance as part of benefits.

Qualifications

• Excellent customer service skills with a commitment to delivering superior support.
• Strong problem-solving abilities and capacity to investigate and resolve customer concerns.
• Strong verbal and written communication skills.
• Ability to empathize with callers and maintain a positive, professional demeanor.
• Proficiency in Microsoft Office applications.
• Bachelor’s degree in Business Administration or related field and/or relevant work experience in the insurance industry.
• 0-5 years of relevant experience.
• Experience handling and resolving customer inquiries regarding Disability Benefits Law (DBL) and Paid Family Leave (PFL).
• Experience documenting calls and processing emails in a contact center environment.
• Ability to work remotely and consistently meet production objectives and goals.

Responsibilities

• Receive, evaluate, and resolve incoming calls regarding Disability Benefits Law (DBL) and Paid Family Leave (PFL) in a professional manner
• Deliver superior customer service to both internal and external customers at all times
• Identify customer needs and respond appropriately using effective questioning and listening skills
• Investigate and propose solutions to caller concerns, ensuring follow-through on action items to rectify customer issues
• Answer each call with a positive demeanor, representing high customer service standards
• Effectively control all phone calls, aiming for one-call resolution
• Handle call transfers, messages, callbacks, holds, and interruptions using a professional approach
• Communicate claim status for DBL and PFL clearly and accurately
• Document all calls in the Solution Center Call Log and process emails as required
• Refer calls to Lead/Supervisor when necessaryMeet production objectives and goals as set by the organization

Skills

Customer service

Problem solving

Communication skills

Empathy

Microsoft Office

Remote work

Education

Bachelor’s degree in Business Administration or related field

Tools

Microsoft Office

Job description

Eightelevengroup is seeking a Contact Center Specialist for a 6-month remote contract. You will handle incoming calls related to DBL and PFL, delivering professional customer service while documenting interactions.

Ideal candidates have strong communication, problem-solving, and empathy, with proficiency in Microsoft Office and insurance industry experience. Remote work offers a supportive team environment and dental insurance as part of benefits.