客户关系专员（专员II，客户体验运营）
Client Relations Specialist (Specialist II, CX Operations)
我们的工作影响数百万人的生活，你可以成为其中一员。
我们帮助客户抵御生活的不确定性。无论你在公司哪个岗位，你都将帮助客户在他们最需要的时候获得保障和安心。
客户关系专员（特级II，客户体验运营），将为客户提供支持，主要负责新经销商协议和提交，以及协助客户关系经理的支援角色。候选人将与整个Protective团队合作，以专业和热情的态度确保Protective客户的成功，并成为所有销售相关问题、事项和方向的“首选联系人”。
该职位可享受远程/居家办公安排。
可用的工作时间是太平洋标准时间上午7:30至下午4:30，或上午9:00至下午6:00，对于位于太平洋时区以外的候选人，将提供等效的本地工作时间。
员工福利：
我们致力于通过广泛的福利计划保护员工及其家人的健康。除了提供全面的医疗、牙科和视力保险外，我们还通过心理健康福利和员工援助计划支持情绪健康。工作与生活的平衡很重要，Protective提供多种带薪休假福利（例如带薪假期、带薪育儿假、短期残疾和文化纪念日）。员工的财务健康与身体和情绪健康同样重要。一些财务健康福利包括医疗账户的公司贡献、养老金计划和带有公司匹配的401(k)计划。所有员工都被鼓励通过参与ProHealth Rewards——Protective的平台，改善健康状况并获得现金奖励，以保护自身的整体健康。
某些福利的资格可能根据职位不同而有所差异，具体以公司福利计划条款为准。
残疾人申请者辅助措施：
如果您因残疾需要辅助措施以完成申请和招聘流程，请发送邮件至 eric.hess@protective.com。此信息将被保密，并仅用于确定适合的辅助措施。
请注意，上述邮箱仅适用于有残疾的申请人。
查看英文原文
The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Client Relations Specialist (Spec II, CX Operations), will provide support for all functions within the Client Relations department with a primary focus on new dealer agreements and submissions, and support roles for the Client Relations Managers. Candidates work with the entire Protective staff to ensure the success of Protective’s clients with professionalism and enthusiasm and being the “GO TO PERSON” for all concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.
This position is eligible for remote/work-from-home arrangements.
Available schedules are 7:30 a.m. to 4:30 p.m. PST or 9:00 a.m. to 6:00 p.m. PST, with equivalent local working hours for candidates located outside the Pacific Time Zone.
Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
Essential Functions:
- To be the Protective product knowledge expert in ALL environments that pertain to the role and responsibilities.
- Assist in the response to incoming calls from agencies, providing problem resolution by acting as a liaison between the Account Executive, CRM, and the client.
- Pre-fill all Protective and Vendor agreements.
- Place launch and regular supply orders in a timely manner.
- Responsible for inputting agreements in DocuSign and ensuring they are executed.
- Create and complete dealer checklists for new setups and changes.
- Maintain a process for tracking all agreements that are submitted, which includes, but is not limited to: outlining all missing document and information; continued follow up on missing information on a consistent schedule; maintain consistent and accurate records and tracker on the server.
- Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminates to all departments.
- Work with agents and providers on retrieval and submission of required licensing paperwork.
- Handle correspondence with insurer, such as requesting monthly Contractual Liability Policy by requesting state-specific insurance and documents and requesting dealership cancellations for state-specific policies in place.
- Works as a back-up to the Client Relations Dispatcher.
- Make appropriate dealer updates and changes in the system and obtains proper documentation and disseminate to all departments.
- Takes initiative to formally document relevant processes and updates on a regular basis.
- Responding in accordance with Key Performance Indicators (KPIs).
- Regularly communicates in a professional friendly manner and proactively and consistently follows up with a sense of urgency on open items.
- Provides assistance to all team members when needed.
- Assist in the response to incoming calls from agencies, providing problem resolution.
- Takes ownership of changes and is personally responsible for managing change in an upbeat positive manner.
- Other Job Duties as assigned.
Education and Qualification Requirements:
- Ability to frequently sit for long periods of time.
- Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
- Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
- Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
- Ability to hear and talk, both in person and by phone.
- Ability to spend extended hours in front of a computer screen.
Preferred Requirements:
- Self-motivator – Initiative-taker.
- Solution minded.
- Excellent communication skills, both verbal and written.
- Driven by integrity.
- Willingness to embrace change.
Work Environment and Physical Requirements:
- Ability to frequently sit for long periods of time.
- Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
- Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
- Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
- Ability to hear and talk, both in person and by phone.
- Ability to spend extended hours in front of a computer screen.
- Ability to frequently sit for long periods of time.
- Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
- Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
- Ability to grasp objects such as a telephone or a computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
- Ability to hear and talk, both in person and by phone.
- Ability to spend extended hours in front of a computer screen.