客户体验倡导者
Customer Experience Advocate
在Protective Life，客户体验倡导者团队（CXAT）在为我们的保单持有人和合作伙伴提供卓越服务和支持方面发挥着关键作用。作为客户体验倡导者，您将是处理需要深入产品知识和精确性的咨询的可信赖资源。该职位需要出色的沟通能力、细致的关注以及在快节奏环境中多任务处理的能力。您将解读客户需求，提供准确的解决方案，并在管理敏感信息的同时做出合理的判断——同时为我们的使命贡献力量，即为每一次客户互动创造积极、专业的体验。
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此职位可能适用最低的互联网性能标准。
职位职责：
- 通过电话、电子邮件和聊天与客户沟通，使用多种软件工具查阅保单详情、研究产品并快速提供有效解决方案。
- 准确记录并解决客户对账户信息和更新的请求，同时教育客户使用数字工具以实现未来的自助服务。
- 持续达到或超越既定的呼叫中心、团队和个人绩效目标。
- 识别并上报趋势或机会，以改善多个互动中的整体客户体验。
- 其他指派的任务。
技能与能力：
- 沟通与人际交往能力：出色的书面和口头沟通能力，积极倾听，适应客户需求，自信地管理对话。
- 客户导向：致力于提供卓越的体验，共情客户，并倡导流程改进以减少客户负担。
- 技术熟练度：擅长在多个计算机系统中导航，快速学习新程序，并适应快节奏环境中的技术变化。
- 问题解决与组织能力：强大的决策能力、时间管理和注重细节；主动识别和解决问题以提高客户满意度。
- 适应性与表现力：能够满足部门标准，灵活安排班次，在压力下保持专注，推动解决方案和持续改进。
经验：
- 客户服务专长：在快节奏环境中提供卓越服务的经验，有解决纠纷和维持客户满意度的实证能力。
- 行业知识与
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At Protective Life, our Customer Experience Advocate Team (CXAT) plays a vital role in delivering exceptional service and support for our policyholders and partners. As a Customer Experience Advocate, you will be the trusted resource for handling inquiries that require in-depth product knowledge and precision. This position calls for strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. You’ll interpret customer needs, provide accurate resolutions, and exercise sound judgment while managing sensitive information--all while contributing to our mission of creating a positive, professional experience for every customer interaction.
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Minimum internet performance standards may apply for this role.
Job Responsibilities:
- Communicate with customers via phone, email, and chat, using multiple software tools to navigate policy details, research products, and deliver effective solutions in a fast-paced environment.
- Accurately document and resolve customer requests for account information and updates while educating customers on digital tools for future self-service.
- Consistently meet or exceed established call center, team, and individual performance goals.
- Identify and escalate trends or opportunities to improve the overall customer experience across multiple interactions.
- Other duties as assigned.
Skills & Abilities:
- Communication & Interpersonal Skills: Excellent written and verbal communication, active listening, adaptability to customer needs, and ability to manage conversations confidently.
- Customer Focus: Committed to delivering exceptional experiences, empathizing with customers, and advocating for process improvements to reduce effort.
- Technical Proficiency: Skilled in navigating multiple computer systems, learning new programs quickly, and adapting to technology changes in fast-paced environments.
- Problem-Solving & Organization: Strong decision-making, time management, and detail orientation; proactive in identifying and resolving issues to enhance customer satisfaction.
- Adaptability & Performance: Ability to meet department standards, work flexible shifts, and maintain focus under pressure while driving solutions and continuous improvement.
Experience:
- Customer Service Expertise: 2+ years of experience delivering exceptional service in fast-paced environments, with proven ability to resolve issues and maintain customer satisfaction.
- Industry Knowledge & Education: High school diploma required; prior experience in annuity, retirement, or finance industry preferred, supported by relevant training or certifications.