Customer Service Representative
Chattanooga, TN
Job description
Job Posting End Date: September 21

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury. Unum's three distinct, but similarly focused US businesses – Unum US, Colonial Life, and Starmount Life – are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.

Headquartered in Chattanooga, Tennessee, Unum also has significant US operations in Portland, Maine, - and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide. Starmount Life is based in Baton Rouge, Louisiana, and is the dental and vision center of excellence for Unum in the US.

General Summary:
Looking for a company where you can make an impact? As a Customer Service Representative you will be the first point of contact for our inbound customers calls and a direct representation of our brand. You will have the rewarding job of creating exceptional customer experiences; ensure information is accurate; and operate with empathy and integrity.

This role provides a strong foothold into an organization and company with multiple career paths and the environment to be your best you here.

To learn more about a day in the life of a Customer Service Representative at Unum, watch this video!

What we offer?

Benefits:

  • Starting salary $15.86 per hour

  • Opportunity to Work Full-Time from Home

  • Medical, Dental, and Vision benefits available on the first day of employment

  • Defined Contribution Plan along with 401K matching to help you plan for your retirement

  • Paid Time Off, holiday and leave programs

  • Flexible Breaks

  • Tuition Reimbursement

  • Paid Family Leave

  • Employee assistance programs

  • Business casual dress code

  • Volunteer opportunities

  • Employee resource groups with a strong focus on diversity and inclusion

Training and development: We will provide you with in-depth knowledge of our products and a strong base for launching your career with Unum. Our Customer Service Representative multi-level career path means you will be recognized and promoted as you achieve specific milestones. Other career opportunities include:

  • Monthly development time and ongoing training

  • Multi-level CSR Career ladder that includes advancement within the role, mentoring, quality auditing, training, process improvement and opportunity for leadership roles within the department

What we expect from you:

Principal Duties and Responsibilities

  • Respond to customer inquiries with timely and accurate information.
  • Utilize resources and tools to accurately respond to customer inquiries.
  • Meet the expectations of the quality/productivity standards to ensure privacy of our customers.
  • Demonstrate a passion for the values outlined in the We are Unum value statements.
  • Successful completion of Contact Center training program, including demonstrating on phone proficiency and passing required knowledge checks.
  • Understand and strive to meet or exceed daily productivity goals while providing excellent and consistent customer service.
  • Ability to work an assigned shift between the hours of 8am-8pm (ET), Monday through Friday.
  • Reliable attendance in accordance with Contact Center attendance guidelines.
  • May perform other duties as assigned.

Job Specifications

  • High school diploma or equivalent required (college degree is a plus).
  • Demonstrated customer service experience and/or experience in a customer service-oriented environment.
  • Experience in a similar role within Customer Service and/or retail, service industry, hospitality is a plus.
  • Strong customer service orientation with demonstrated commitment to meet customer needs.
  • Solid verbal/written communication and interpersonal skills.
  • Demonstrated ability to work in a fast paced, structured environment, handling large call volumes.
  • Computer proficiency (familiarity with Microsoft systems, Outlook, Word, Excel, etc.) and ability to work in multiple systems and applications is essential.
  • Self-directed with the ability to perform both as part of team and individually.
  • Ability to adapt and work effectively in a continuously changing environment.
  • Consistently demonstrate a high level of professionalism through a strong work ethic and commitment to creating a positive customer experience.
  • Detail oriented with a focus on quality and consistently meeting daily productivity goals.
  • Professional accountability and ability to maintain reliable and predictable attendance.

Requirements for Work From Home workers:

  • Internet Connection must be reliable, consistent quality with speed of 25 MB download/5MB upload. DSL is not an approved internet connection for this position.

  • 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

~IN3

#LI-SLH

Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best – both inside and outside the office.


Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

Company:

Unum
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Company details

Employee

10000+

Revenue

more than $10B (USD)

Company Description
About A leading provider of financial protection benefits in the United States, United Kingdom, Ireland and Poland. Unum helps millions of people gain affordable access to disability, life, accident, critical illness, dental and vision benefits through the workplace — benefits that help them protect their families, their finances and their futures. Geographic Reach Unum runs four primary operating centers in the U.S. (Chattanooga, Tennessee; Portland, Maine; Columbia, South Carolina and Baton Rouge, Louisiana) as well as dozens of sales offices scattered across the U.S. market. It also has operations in the U.K., Ireland and Poland. Financial Summary In 2019, the company reported record total revenue of $12 billion and claims paid of $7.5 billion. Community Outreach In 2019, Unum and its employees contributed more than $15 million to charitable organizations. In the same year, employees volunteered more than 120,000 hours.
Company ratings
  • Overall
    3.5
  • Company & Benefits
    3.7 / 5
  • Culture & Values
    3.3 / 5
  • Career Opportunities
    3.1 / 5
  • Work/Life Balance
    3.5 / 5
  • Senior Management
    3.2 / 5
Company reviews
"Its hard to advance"
Former EmployeeSenior Customer Service Representative
The challenge is you have to really push to advance or move within the company. Especially if you don't know anyone in the other department that you want to transfer to.

"Boring job and hated the cube farm. "
Former Employee
Boring job, it was the same exact thing over and over and over all day, every day. I hated the cube farm, but what made it worse was when they took away the cubes and nobody had any personal space. Also no flexibility when needing to handle personal life such as needing unexpected vehicle repairs. It's such a big company, you're just a number

"Changing culture for the worst"
Current EmployeeAssistant Vice President
The culture has changed significantly since I started with the company. Constant changes in organizational structure which result in job eliminations. The new trend is having employees reapply for their own current position giving senior leadership an opportunity to either ax employees that have differing opinions on how to approach things and/or giving them a way out of having those tough conversations. This company once had a great culture and people actually cared for one another. Now everyone is concerned about their job being in jeopardy. Everyone i know, including myself are looking elsewhere.
Cons:

"Constant Outsourcing"
Former EmployeeManager
The senior/executive management team is constantly cycling out experienced people in favor our contractors who do not know the systems. The culture is awful. People who have been there for 10+ years have left or gotten job-eliminated. The workload is increased drastically for people still here. The demands are ridiculous, and the expectation to work 60+ hours a week leaves no time for family & home / work-life balance. The executives don't care. They send out surveys and get horrible results and make no changes to their approach. I would not wish this place on my worst enemy. Find a job elsewhere!
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