Pros: company benefits, good, secure & somewhat remote work environment, onsite cafeteria, frequent health fairs, opportunities to participate in mentoring programs, workshops, excellent corporate training, onsite fitness center, library.
Cons: inability to participate in some of the company activities because we had to staff the phones.
A typical day at work involved logging in to multiple computer programs & the telephone, and answering customer inquiries, providing customer support, resolving policy, claims and technical systems issues at the point of call or referring them to appropriate area for follow up.
I learned that "difficult' customers are challenges. I learned not to take – more... thiings customers would say personally by knowing that what they were saying came from a place where they were in their lives at the moment: afraid because of a health issue, overwhelmed with family or job issues that was affecting their tone, etc. I learned a lot about diffusing, empathizing, and putting myself in the customers' place. This helped me resolve almost all issues at the point of call. I learned to mirror the customer for the best call outcome. For instance if someone was in a hurry & I could provide accurate information in a more abbreviated format, while maintaining the integrity of the information, I would do so. And one of the most important things I learned is that we all need someone to do our jobs. Regardless of the job, with very few exceptions, we need one another to be successful.
For the most part, management provided the necessary support; but, did not micromanage. This empowered me to do my job well, and helped me to maintain a confidence that I tried to show in every customer interaction.
My coworkers were great. I'll have to say on each team I was on we had a good balance of organizers, participators, empathizers, happy people, quiet people, creative people, etc.
The hardest part of my job had to be when I had to explain to a customer when their policy did not provide a benefit they wanted to claim. It was something I did well; but, being in the business of helping people, it is difficult when you have to do this.
The most enjoyable part of the job for me was when I knew I had satisfied the customer. When someone would call with a difficult issue & I could provide helpful insight and either a resolution to the issue myself, or the best route for resolving the issue as expeditiously as possible. Being able to go home each day and know that I'd helped so many people with my abilities and my knowledge. My favorite thing to say, "I'm glad I could help." – less