**Job Title: Contact Center Officer**
**Company:** New York Life Insurance
**Location:** San Jose, California, US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Experience Required:** Minimum 2 years
**Job Description:**
New York Life Insurance is seeking a motivated and skilled Contact Center Officer to join our dynamic team in San Jose, California. This part-time position is designed for individuals who are driven, independent, and eager to provide exceptional customer service in a fast-paced environment.
**Key Responsibilities:**
1. **Customer Interaction:**
- Respond promptly to incoming calls, chats, and emails from clients and prospects.
- Assist customers with inquiries regarding policies, claims, and financial products in a friendly and professional manner.
- Provide timely resolution to customer inquiries while adhering to the company's quality standards.
2. **Problem Solving:**
- Identify customer needs and recommend appropriate solutions, ensuring a high level of customer satisfaction.
- Handle escalations with empathy and professionalism, ensuring swift resolution of issues.
3. **Data Management:**
- Accurately document customer interactions and transactions in the CRM system.
- Maintain up-to-date knowledge of the company's products, services, and industry changes to effectively assist clients.
4. **Collaboration:**
- Work collaboratively with team members and other departments to ensure customer needs are met.
- Participate in team meetings and trainings to continually improve service delivery and operational efficiency.
5. **Performance Tracking:**
- Meet established performance metrics, including call handling time, resolution time, and customer satisfaction.
- Regularly review personal performance data and utilize coaching to meet and exceed goals.
6. **Feedback and Continuous Improvement:**
- Provide feedback to management on customer trends and potential improvements to service offerings.
- Engage in ongoing professional development to enhance skills and knowledge.
**Requirements:**
- **Experience:** Minimum of 2 years' experience in a contact center or similar customer service role.
- **Education:** High school diploma or equivalent; associate degree preferred but not required.
- **Personality Traits:**
- Driven: A strong desire to succeed and meet performance targets.
- Independent: Ability to work autonomously with minimal supervision and make decisions effectively.
- **Soft Skills:**
- Cooperation: A team player willing to support colleagues and share knowledge for better service delivery.
- Communication: Excellent verbal and written communication skills to effectively interact with diverse clientele.
**Working Environment:**
At New York Life Insurance, we pride ourselves on fostering a working environment that encourages autonomy and independence. We trust our employees to excel in their roles and support their professional growth with ongoing training and development opportunities.
**Benefits:**
- Comprehensive medical coverage
- Employee discounts on various products and services
- Opportunities for travel within the scope of the job
**Application Deadline:**
All applications must be submitted by October 10, 2024.
**Equal Opportunity Statement:**
New York Life Insurance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, age, national origin, disability, or any other characteristic protected by applicable law.
If you are a driven individual looking to make a positive impact in a customer-focused role, we encourage you to apply for the Contact Center Officer position at New York Life Insurance today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
