Customer Care Coach (Remote)

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview:

Could you be our next Customer Care Coach? Globe Life is looking for a Customer Care Coach to join the team!

In this role, you will be responsible for coaching agents, communicating company goals, and providing help to management. This includes coaching, training, and keeping management updated on team performance as needed. You will maintain current knowledge of departmental policies and procedures to ensure agents receive timely and accurate information and serve as the liaison between the supervisor and representative for on-the-job training

This is a remote/work-from-home position.

What You Will Do:

• Coach agents to ensure productivity, quality and customer satisfaction objectives are met
• Conduct one-on-one meetings with agents to evaluate performance against KPIs
• Coach and develop agents to acquire and refine job skills through constructive feedback and ongoing training
• Provide coaching, advice and guidance based on audit findings
• Communicate company goals and metrics with team members to deliver high-level customer service
• Hold regular team meetings as SME to review performance and provide guidance for continuous improvement  
• Participate in meetings, presentations, and special projects as assigned by management
• Identify adverse performance trends and patterns and inform/advise Management
• Summarize findings and recommendations and forward to supervisor for performance assessments
• Monitor team performance against established metrics and KPIs
• Escalate issues appropriately and in real-time including technical, performance, and HR issues
• Assist with taking calls during periods of excessive call volume
• Address performance and operational challenges as they arise
• Provide input and assist with development of additional training or policy/procedure changes
• Develop job aids and tools to assist agents in improving overall performance
• Maintain comprehensive working knowledge of policies, procedures, and benefits across all business lines

What You Can Bring:

• High School diploma or equivalent
• Some College is a plus
• 2 years of experience in call center, customer care
• If internal applicant, CSS title preferred
• Exceptional listening and analytical skills
• Dedication to providing exceptional World Class Customer Service
• Ability to prioritize and organize work in a multitasking environment
• Ability to maintain the highest level of confidentiality
• Excellent interpersonal, written, and oral communication skills
• Excellent judgment, reasoning, and problem-solving skills
• Strong working knowledge of correct grammar and punctuation usage.
• Strong working knowledge of all types of Customer Service programs (i.e., CSE, Letter writer, Mainframe, Intranet, etc.)
• Ability to objectively review phone calls in accordance with department guidelines.
• Strong organizational skills.
• Proficiency in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.
• Knowledge of customer service principles and practices
• Ability to professionally handle and resolve escalated issues
• Strong teamwork skills

Applicable To All Employees of Globe Life Family of Companies:

• Reliable and predictable attendance of your assigned shift.

• Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:

• Competitive compensation designed to reflect your expertise and contribution.

• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.

• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.

• Paid holidays and time off to support a healthy work-life balance.

• Parental leave to help our employees welcome their new additions.

• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.

• Company-paid counseling for assistance with mental health, stress management, and work-life balance.

• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.

• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.