Customer Service Specialist

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This range is provided by Protective Life. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$42,000.00/yr - $45,000.00/yr

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

In this role, you will be responsible for providing exceptional service to our customers. You will interact with customers primarily over the phone to address their inquiries, resolve problems, and ensure their overall satisfaction. The ideal candidate will have strong multitasking skills, be comfortable working with multiple technology systems, and demonstrate ownership and a proactive approach to problem‑resolution.

• Assist customers via various communication channels, including phone, email, chat, and social media, ensuring a consistent and positive experience.
• Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner.
• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
• Actively listen to customers, identify their needs, and provide appropriate solutions or elevate to the appropriate team if necessary.
• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Provide accurate and up‑to‑date information about products, services, policies, and procedures.
• Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions.
• Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards.
• Recommend opportunities for improvement of our customer service processes and interactions.
• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self‑learning opportunities.

• Strong problem‑solving and decision‑making abilities, with the capacity to think quickly and independently.
• Ability to work in a fast‑paced, dynamic environment and handle multiple tasks simultaneously.
• Empathetic listening skills, good judgement, and critical thinking to know when issues should be escalated.
• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

• Previous customer service experience in an inbound call center or similar environment is strongly preferred.
• Experience using various modern computer systems, software applications, and communication tools.
• Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.
• High school diploma or equivalent; some college education preferred.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.
• Two to three Saturday shifts required per quarter with a corresponding day off during the week.

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (paid time off, paid parental leave, short‑term disability, and a cultural observance day).

The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with company matching. All employees are encouraged to protect their overall wellbeing by engaging in Pro Health Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.