Customer Service Coordinator

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Manage incoming phone and email inquiries from Knights of Columbus agents and members.

• Address complex questions related to insurance, annuities, membership, and fraternal transactions.

• Professionally greet callers and verify their security information.

• Utilize probing questions to ascertain callers’ needs and provide suitable responses.

• Leverage KofC administrative systems to gather information and address inquiries.

• Answer questions regarding life insurance, ownership rights, cash values, accounting and taxation, annuities, settlement options, and fraternal regulations.

• Adhere to procedures for releasing policyholder information.

• Evaluate the need for Home Office assistance and forward requests to the relevant departments.

• Review, assess, and respond to email inquiries or direct them to the appropriate department.

• Act as a liaison between the KofC website and the relevant departments.

• Review departmental communications, product updates, and other resources.

• Carry out additional customer-service-related tasks as requested by the supervisor.

• Prioritize first-call resolution, minimize hold times, ensure effective call documentation, and escalate appropriately.

• Engage in monthly quality assessments, provide feedback, and participate in mid-year reviews.

⛳️ Requirements

• Exceptional customer service experience demonstrating expertise, building trust, and enhancing customer satisfaction.

• Strong communication skills, active listening, empathy, and professionalism.

• Proficient written communication skills.

• Capability to thrive and adapt in a fast-paced, high-volume call center environment.

• Eagerness to acquire new skills and adapt quickly to changes.

• Receptive to feedback to enhance performance and development.

• Competent computer and multitasking abilities.

• High school diploma or equivalent is required.

• Authorization to work in the US is required.

• This position is not eligible for visa sponsorship.

• Ability to maintain a stationary position for most of the workday.

• Proficiency in French Canadian or Spanish is advantageous but not mandatory.

🏝️ Benefits

• 13 paid holidays annually, in addition to vacation and sick leave.

• Flexible workweek options.

• Opportunities for certifications, designations, and tuition reimbursement.

• 401(k) retirement savings plan with company matching contributions.

• Cash balance retirement plans fully funded by the employer.

• Short-term disability and term life insurance fully covered by the employer.

• Up to 12 weeks of childbirth leave under the STD policy.

• One week of fully paid parental leave for all new parents, including adoptive and foster parents.

• A range of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions.

• Long-term disability insurance.

• Dental insurance.

• Vision insurance.

• Health club membership reimbursement.

• Employee Assistance Program.