Online Contact Center Specialist

? *Job Title:** Online Contact Center Specialist
? *Company:** Pacific Life
? *Location:** Seattle, Washington, US...
? *Job Type:** Part-Time
? *Seniority:** Associate Level
? *Years of Experience:** 2

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### Job Description:
? *Position Overview:**

As an Online Contact Center Specialist at Pacific Life, you will play a key role in delivering outstanding customer service across multiple channels. You will represent our brand and be a vital part of our mission to support clients with their investment and insurance needs. This position is ideal for hardworking, driven individuals who thrive in a collaborative environment while offering solutions to enhance customer satisfaction. ? *Key Responsibilities:**

• **Customer Interaction:**
• Provide exceptional service to customers through various online channels including chat, email, and video conferencing.
• Resolve customer inquiries and issues efficiently, ensuring a positive customer experience while adhering to company policies.

• **Product Knowledge:**
• Maintain a thorough understanding of Pacific Life products and services to effectively guide customers.
• Stay informed about industry trends, regulatory changes, and company updates that may affect customer interactions.

• **Issue Resolution:**
• Diagnose customer concerns and efficiently navigate to appropriate solutions or escalate issues to the relevant department when necessary.
• Follow up with customers to ensure complete resolution and satisfaction.

• **Collaboration & Leadership:**
• Work closely with team members to foster a collaborative atmosphere, sharing knowledge and best practices.
• Act as a mentor to new team members by providing guidance and support during their onboarding process.

• **Performance Metrics:**
• Monitor and report on key performance metrics to identify areas of improvement within the team and individual performance.
• Participate in regular training sessions and team meetings to enhance skills and improve service delivery.

• **Documentation & Compliance:**
• Accurately document customer interactions and maintain detailed records to ensure compliance with regulatory requirements.
• Review and update customer information to maintain accurate and up-to-date records.

• **Other Duties:**
• Assist in the development of training materials and resources for team members.
• Contribute to ongoing process improvements to enhance customer experience.

### Requirements:

• **Education & Experience:**
• Minimum of 2 years of experience in a customer service role, preferably within the financial services or insurance industry.
• High school diploma or equivalent; some college coursework preferred.

• **Personality Traits:**
• Hardworking: Demonstrated commitment to achieving high-quality results and meeting deadlines.
• Driven: A proactive approach to identifying goals, pursuing continuous improvement, and enhancing personal and team performance.

• **Soft Skills:**
• Leadership: Ability to inspire and motivate team members while demonstrating a commitment to team goals and values.
• Teamwork: Excellent interpersonal skills with the ability to collaborate effectively within a diverse team environment.

• **Technical Skills:**
• Proficiency in using customer relationship management (CRM) systems, email platforms, and other relevant software tools.
• Familiarity with online communication tools and virtual customer service environments.

• **Communication Skills:**
• Strong verbal and written communication skills with an emphasis on clarity and professionalism.
• Ability to actively listen and understand customer needs to provide tailored solutions.

### Benefits:

• Travel & Spending Expenses: Reimbursement for approved travel and spending associated with job duties.
• Retirement Plan: Access to an employer-sponsored retirement savings plan.
• Joining Bonus: Competitive signing bonus upon successful onboarding.
• Align with a Greater Purpose: Contribute to a meaningful mission that impacts the lives of our clients and the community.

### Working Environment:

At Pacific Life, we believe in aligning work with a greater purpose. We're dedicated to creating a meaningful mission that positively impacts both our clients and community. Team members are encouraged to bring their authentic selves to work and collaboratively contribute toward a shared vision.

### Application Deadline:

Please submit your application by October 10, 2024.

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? *Equal Opportunity Statement:**

Pacific Life is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Join us in making a difference, and be part of a team that values your contributions!

How to apply:

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