Description

Horace Mann is hiring Customer Service Representatives in our Addison, Tx office.  The Customer Service Representative is responsible for answering incoming customer calls, while delivering Distinctive customer service to our educators. This position is a hybrid position with hours between 8am and 6pm central time.  

Responsibilities

• Answer inbound calls and document customer requests.
• Handle incoming/outgoing mail, email, faxes and/or any other type of correspondence from customers.
• Provide superior customer service and strive for one-call resolution of customer issues.
• Provide problem- resolution regarding service issues on an as needed basis.
• Place outbound calls in a follow- up queue for future resolution.
• Record each contact into the computer system for tracking purposes and monitor resolution.
• Work closely with other departments to assist customers and resolve issues.
• Recognize, document, and alert the Supervisor of trends in customer communication.
• Maintain minimum quality standards in both account maintenance accuracy and call monitoring expectations.
• Maintain minimum standard of schedule adherence.
• Work on special projects and other duties as assigned. 

Requirements

• High School Diploma or GED, required.
• Two or more years of Customer Service experience in a call center environment
• Strong communication and telephone skills.
• Listening skills required to interface with customers, within and outside the company. 
• Ability to maintain a service-oriented and professional work environment. 
• Computer skills and a working knowledge of Microsoft Office Suite. 
• Ability to multitask and prioritize.
  

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