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Customer Service Representative

Guardian Life

Guardian Life

Customer Service
Bethlehem, PA, USA
Posted on Thursday, August 24, 2023

Employee Experience

While they say the customer should always be the main focus of a service-oriented business, at Guardian, we feel our employees should also receive the same amount of attention and care. In addition to the typical benefits package you would receive from another employer, we have gone above and beyond to show our employees they are not just another number.

Our benefit package consists of:

  • Competitive salary offers based on previous experience
  • Medical, Dental and Vision plans
  • 401k Savings Plan
  • Tuition Reimbursement
  • Paid Time Off (PTO)
  • Paid holidays and no weekends
  • Paid Parental Leave
  • Wellness discounts, including reduced gym memberships
  • Various opportunities to participate in philanthropic activities, during business hours
  • Flexible work arrangements and focus on work-life balance

At Guardian, you will also find development opportunities that will allow you to grow in your role and align with your future career intentions. This may occur via continued industry education, shadowing and project work opportunities or even by becoming a subject matter expert. We want to assure you hard work is acknowledged and appreciated.

We are looking for outgoing candidates that enjoy speaking with customers within an inbound contact center environment. Our award-winning contact center is known for delivering outstanding customer service experiences and we want to work with others that have a drive to be the best at what they do.

What You’ll Do

  • Resolve customer inquiries related to Life Insurance coverage, while ensuring you deliver a 5-star customer experience
  • Research premium or loan payment related matters, assist clients with making policy changes including updates to address of record, listed beneficiaries, while recognizing when the client should consult with their financial professional for further guidance
  • Meet and exceed individual performance metrics including average calls per day, adhering to daily schedule, Quality Assurance call scores, client survey scores, etc.
  • Properly verify callers by obtaining correct data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party
  • Successfully navigate multiple computer systems while simultaneously ensuring the call flow with the customer continues to occur
  • De-escalate caller concerns and set clear expectations of next steps that will need to occur to resolve an inquiry
  • Thoroughly document the particulars of a call in a timely manner within a tracking system

What You’ll Need

  • Previous experience in the retail/service industries, which may include hospitality, banking or other customer facing positions
  • A college or university degree, or equivalent work experience
  • Superior oral and written communication skills
  • Strong organizational skills and an ability to multitask
  • Solid understanding of computer systems and keyboarding skills
  • Ability to work autonomously and also within a team
  • Positive attitude and dedication to providing superior customer service


  • Multiple positions to be filled Nationwide with work from home opportunities available.

About Us

Guardian is a Fortune 250 global financial services company, as well as one of the largest mutual insurance companies in America. Guardian offers a range of insurance products from life insurance and disability income insurance to annuities and dental plans.

We are proud to be able to deliver on commitments and to be able to service our clients when they need us the most. Our superior customer service was recognized across the industry with the 2015, 2016, 2017 and 2018 DALBAR Service Award. We are committed to creating better futures for our clients, employees, and communities. We do this by keeping our values in sight:

We do the right thing People count We hold ourselves to very high standards

At Guardian, everyone is a leader.

Salary Range

$35,010.00 - $52,515.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.

Health Care

  • Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits

  • Dental plan

  • Vision plan

  • Health care accounts – flexible spending, health reimbursement, and health savings accounts

  • Critical illness insurance

Life and Disability Insurance

  • Company-paid Life and Disability insurance plus voluntary supplemental coverage

  • Accident insurance

Retirement and Financial

  • 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable

  • Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

  • Flexible work arrangements (part in-person/part remote)

  • Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement

  • Personal holidays for colleagues to use in recognition of religious, cultural, or civic days

  • Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

  • Emotional well-being, mental health, and work/life resources powered by Spring Health

  • Wellness programs, including fitness program and equipment reimbursement

  • Child, adult, and elder back-up care support through Bright Horizons

  • Adoption assistance

  • College planning

  • Tuition reimbursement

  • Student loan assistance

  • Commuter benefits in select metropolitan areas

Justice, Equity, Diversity & Inclusion (J.E.D.I.)

  • Employee Resource Groups that advocate for inclusion and diversity

  • J.E.D.I. certification and training programs

  • Matching gifts/volunteering

Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.