Kelly Services Customer Service Specialist - UNUM - $15/hr - Temp to Hire in Portland, Maine

Job Description

This is the entry level position of a two level career path. The incumbent is responsible for providing critical and accurate information on benefits, claims and/or policy administration. All work is carefully performed according to established protocols/procedures. As the first point of contact and a direct representation of the Unum/Colonial brand, this position is responsible for the execution of exceptional customer satisfaction by acting in the best interest of the customer; ensuring information is accurate, applying empathy to those situations that require special care and concern. Customer issue resolution is a priority - issues should be resolved on the first call whenever possible. This position requires the setup and use of multiple systems, applications and administrative processes. While service is focused on our external customers, this position is responsible for creating detailed/appropriate distinctive processes. While service is focused on our external customers, this position is responsible for creating detailed/appropriate documentation for our internal cross-functional business partners.

Work at Home Opportunities - Have you ever thought about being able to work from the comfort of your own home? The opportunity to work from home is available to all Customer Service Specialist based on eligibility and performance. To be considered for this opportunity you must successfully complete our full-time training process at the Portland Home Office Location lasting up to 17 weeks. All work from home employees may be required to come into the office upon request.

Career Opportunities: Our training and development programs will provide you with in-depth knowledge of our products and a strong base for launching your career with Unum. Our Customer Service Specialists are typically promoted within or outside of the department during their first 12-18 months.

Other career opportunities include:

  • Monthly development time and ongoing training

  • Options to work from home or on a part-time basis

  • Potential to move into a hybrid position after your first year of employment, allowing you to split your time between the Customer Contact Center and another participating department

  • Career ladder that includes advancement within the role, mentoring, quality auditing, training, process improvement and management roles within the department


Principal Duties and Responsibilities

  • Respond to external customers inquiries with timely and accurate information

  • Follow documented processes/workflow while looking for ways to reduce customer effort

  • Meet or exceed individual performance goals

  • Accurately navigate through various system platforms

  • Meet the expectations of the quality/productivity standards

  • Share process improvements to enhance customer service and/or efficiency

  • Ensure privacy of our customers remains the utmost importance

  • Shifts may vary outside the standard 8:00 a.m. to 5:00 p.m.

  • May perform other duties as assigned Job Specifications:

  • High school diploma or equivalent required

  • Prior relevant experience, military service and/or college degree preferred

  • Strong customer service skills with the drive to meet/exceed customer needs

  • Strong verbal/written communication and interpersonal skills

  • Demonstrated ability to work in a fast paced, structured environment, handling large call volumes

  • Ability to make sound business decisions, with attention to detail

  • Computer proficiency essential

  • Strong work ethic with consistent job attendance history

  • Detail oriented with a focus on quality and consistently meeting goals

  • Self-directed with the ability to perform both as part of team and individually

  • Solution oriented individual demonstrating critical thinking and problem-solving skills

  • Ability to adapt and work effectively in a continuously changing environment Requirements for remote workers:

  • Must be located in the Portland, ME area and able to train on site before moving to the remote location

  • Must have access to a broadband cable internet service provider

  • A separate, quiet dedicated work space must be established at remote site for the purpose of performing work duties. This area must be maintained in a safe condition, free from all hazards

Why Kelly ® ?

At Kelly

Services ® , we work with the best. Our clients include 95 of the Fortune

100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access

the best talent to drive their business forward. If you only make one career connection today, connect

with Kelly.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people

around the world and have a role in connecting thousands more with work through our global network of

talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

committed to employing a diverse workforce. Equal Employment Opportunity

is The Law.