Call Center Trainee

Mass Mutual - Springfield, MA (30+ days ago)3.7


Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

POSITION SUMMARY:
The Call Center Trainee is to receive telephone calls that are predominately routine in nature, but may sometimes receive telephone calls that require deviation from standard screens, scripts and procedures. For this reason, the representative must have knowledge of company’s processes and procedures. The representative will answer inquires, resolve problems, and enter or confirm information into the company database.

Strong Interpersonal Skills- Leverage communication skills and demonstrating the ability to anticipate the needs of the callers, build rapport with each customer, asking probing questions and understanding how to create a best-in-class client experience.

Strong learning agility- The ability to adapt to changes in; company policies, business conditions, systems or tools, the market or industry.

Results oriented- Balance time effectiveness and efficiency to ensure our department meets expected service levels. Multitasking to meet the established goals and objectives that include; customer experience, first contact resolution, call quality and call handling time. Be an internal stakeholder in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer service.

Solid technical skills- Demonstrated the ability to efficiently navigate through multiple systems / websites to complete tasks.

BASIC QUALIFICATIONS

High School Diploma (or GED)
1 year or more of customer service experience
Proficiency with Microsoft Office Suite
Pre-employment background check and drug screen is required
Availability to work any shift within the operating hours of 8am-8pm EST and overtime as required
Authorized to work in the United States without sponsorship now or in the future
Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.