AARP Customer Care Associate for Oklahoma City, OK Job in Oklahoma City, Oklahoma US
AARP Customer Care Associate for Oklahoma City, OK
Please note that we post this position to develop a talent pipeline ahead of immediate demand and in anticipation of future vacancies AARP Customer Care Associate for Oklahoma City, OK Contact Center The Hartford is currently hiring Customer Care Associates for our Oklahoma City, OK call center. Our work environment is fast paced and customer satisfaction is our top priority. Specific responsibilities include answering AARP customer initiated inbound phone calls, responding to their questions related to auto and homeowner's insurance and providing consultation as appropriate on policy or customer issues. You will work in a team-based environment. Preferred experience includes; strong multi-tasking ability, excellent communication and interpersonal skills, ability to maintain a high level of professionalism, excellent work ethic and personal accountability . WHY JOIN THE HARTFORD? The Hartford Financial Services Group Inc. (NYSE: HIG) is a leading provider of insurance and wealth management services for millions of consumers and businesses worldwide. The Hartford is consistently recognized for its superior service, its sustainability efforts and as one of the world's most ethical companies. More information on the company and its financial performance is available at www.thehartford.com . With a unique focus on customers needs, The Hartford is known as a trusted partner that enables its customers to protect what they have today, plan for what they need tomorrow and have the confidence to achieve what's ahead. The company is well positioned to move forward and have what it need to succeed: good momentum in our businesses; a strengthened capital base; an iconic brand; and a strategy to deliver shareholder value through sustainable, profitable growth. The Hartford's biggest competitive advantage is our employees. We hire a broad range of talented teammates from diverse backgrounds and cultures. We look for teammates who share our core values and bring passion to their jobs. Our values are projected in the way we interact with customers and among our teams. We are an innovative leader in the industry and have been recognized by: GI Jobs as a 2012 Top 100 Military Friendly Employer Military Times Edge as a "Best for Vets" Employer, 2011 Ethisphere Institute as One of the "World's Most Ethical Companies" for four consecutive years, 2011 Carbon Disclosure Project's Carbon Disclosure Leadership Index for The Hartford's approach to climate change disclosure for four consecutive years, 2011 Newsweek Green Rankings - No. 12 on the list of U.S. Companies, 2011 Phoenix Business Journal as a Best Place to Work, 2011 The Chicago Tribune as a Top Workplace, 2011 The San Antonio Express News as a Top Workplace, 2011 Atlanta Journal-Constitution as a Top Workplace, 2011 Indianapolis Star as a Top Workplace, 2011 The Hartford Courant and FOXCT as a Top Workplace, 2011 The San Antonio Express-News as a Top Workplace, 2011 Military Times Edge as a "Best for Vets" Employer, 2010 The Hartford is not a call center but a Center of Excellence focused on providing the best experience for our customer and our employees! Some of our key priorities include employee engagement and employee satisfaction. We work to achieve this by responding to our employees needs. An example of this is our Remote Worker Program which allows representatives from various lines of business to work remotely from home, which offers greater work life balance. Currently we have over 500 employees working remotely. Remote worker opportunities are available to our employees based upon individual performance and business need. WHAT ARE THE RESPONSIBILITIES OF THE POSITION? Our contact center work environment is fast paced and customer satisfaction is our top priority. Specific responsibilities include answering customer initiated inbound phone calls, responding to their questions and providing consultation as appropriate on policy or customer issues. Candidates must be able to work within established and measurable call center metrics. WHAT ADDITONAL QUALIFICATIONS ARE WE LOOKING FOR? We offer a diverse work environment and are recruiting talented, self motivated, high energy professionals who want to be a part of a team committed to excellence. The ideal candidate will have prior call center or customer service experience, computer literacy, excellent communication and interpersonal skills and enjoy working in a fast paced, call center environment. EXPECTATIONS INCLUDE: -Excellent verbal and written communication skills -Enjoyment talking with and assisting customers over the telephone, even when customer may be frustrated, confused, or upset -Ability to work in a very structured work environment that has assigned work schedules and breaks. Must also be able to work in an environment in which quality monitoring and feedback from your manager occurs regularly -Proficiency with the computer in order to access information from various programs -Ability to work in a multi-task environment, talking to customers while simultaneously accessing the computer system -Ability to maintain a high level of professionalism, excellent work ethic and personal accountability -Adherence to assigned work schedule and demonstrate reliable attendance -Self-motivation to reach and exceed goals JOB PERFORMANCE EXPECTATIONS: As a Hartford Professional, we have high expectations of you. Here is an overview of some of the performance expectations we have of our service agents: Customer Focus Always be available to answer customer phone calls and handle customer needs. This is measured by: -Open Time - The amount of time you are available for incoming calls -Schedule Commitment - The level to which you adhere to your work schedule -Customer Time - The amount of time you are on a call or waiting for a call from a customer Process Quality Always be focused on the quality of your work. This is measured by: -Total quality monitoring scores and audit scores