Customer Care Administrative Specialist (Onsite)

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview:

Could you be our next Customer Care Administrative Specialist? Globe Life is looking for a Customer Care Administrative Specialist to join the team!

In this role, you will be responsible for handling inquiries from new and existing customers regarding a variety of requests. This person acts on behalf of Globe Life and its affiliates as First Tier support for all customer inquiries and is required to effectively communicate and resolve each related issue.

Using their knowledge of products or services as well as great customer service skills, this role addresses issues, provides support and offers information, as needed, to keep customers satisfied and retain business. This position is also required to assist with warehouse records and office tasks, by gathering records, reviewing and auditing mail.

This is an on-site position located in McKinney, Texas.

What You Will Do:

• Assist with daily call volume (service level takes priority).
• Provide accurate resolutions to customer inquiries in a professional and courteous manner.
• Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.).
• Meet Quality Assurance Requirements and other key performance metrics.
• Works to research and resolve problems in a timely manner while maintaining productivity standards and performance.
• Assist with records request in the warehouse.
• Pull, review, scan, and audit records requests in warehouse.
• Review, audit, and mail correspondence.
• Demonstrate a focus on listening to and understanding client/customer needs and then exceeding service and quality expectations.
• All other duties assigned.

What You Can Bring:

• High school diploma or equivalent; Associates Degree, preferred.
• 3 years minimum work experience in a similar role required.
• Excellent verbal & written communication skills.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.
• Knowledge of customer service principles and practices.
• Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
• Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers.
• Type 25-30 wpm.
• Schedule Flexibility.
• Detailed oriented.
• Ability to professionally handle and resolve escalated issues.
• Must maintain and/or exceed department KPI goals: (Attendance, Average Handle Time, Utilization, Contacts, Busy & Away).
• Must have the ability to handle customer service records emails, workflow, letters and other offline duties.
• Ability to lift or move 40+ lb. boxes.

Applicable To All Employees of Globe Life Family of Companies:

• Reliable and predictable attendance of your assigned shift.

• Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:

• Competitive compensation designed to reflect your expertise and contribution.

• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.

• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.

• Paid holidays and time off to support a healthy work-life balance.

• Parental leave to help our employees welcome their new additions.

• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.

• Company-paid counseling for assistance with mental health, stress management, and work-life balance.

• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.

• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.