Please note: Mountain and Pacific Time Zones Preferred
Starting hourly rate of $21.00 per hour with a 3% annual bonus target
Summary:
The Client Service Delivery Associate III supports Guardian’s mission by delivering exceptional, customer-focused service across phone, email, and chat channels. This role handles inquiries related to benefits, billing, eligibility, and claims while ensuring accurate, efficient, and timely resolutions. The position requires strong problem-solving skills, the ability to navigate multiple systems, and a commitment to delivering a high-quality customer experience. This is an opportunity to contribute to a collaborative team while making a direct impact on customer satisfaction and loyalty.
You are
A customer-focused professional who thrives in a fast-paced, service-driven environment
Skilled at identifying root causes and resolving customer issues effectively
Comfortable navigating multiple systems simultaneously to deliver accurate information
A strong communicator who builds rapport quickly and works collaboratively across teams
Detail-oriented with a focus on quality, compliance, and customer experience
You have
Required Qualifications
High School Diploma or equivalent
Ability to work across multiple communication channels (phone, email, chat)
Strong aptitude in math, computer proficiency, and ability to navigate multiple systems
Effective verbal and written communication skills
Ability to manage time, prioritize tasks, and maintain schedule adherence while balancing production and quality
Availability to work all call center shifts with determination based on business-need
Direct-wired internet connection with an internet speed at a minimum of 50 Mbps download / 10 Mbps upload
Ability to self-diagnose and trouble shoot technical issues
Proficient PC skills that demonstrate efficient use of Windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with a customer on the telephone
Preferred Qualifications
Associate or Bachelor’s degree or equivalent work experience
2–3 years of call center or customer service experience preferred
Experience in insurance, dental, or disability products
Prior remote/work-from-home experience
Strong problem-solving and analytical skills, including basic math aptitude
You will
Respond to customer inquiries via phone, email, and chat, delivering accurate and timely resolutions
Assess customer needs, identify root causes, and determine appropriate solutions
Navigate multiple systems to research inquiries and document customer interactions
Build customer rapport while delivering positive, high-quality customer experiences
Collaborate with internal teams to resolve complex issues and escalate when necessary
Work in a high-volume, high paced call center while being held to standard performance metrics, including but not limited to: AHT (Average Handle Time), Adherence, Quality, and VOC (Voice of the Customer) surveys
Maintain customer privacy and confidentiality standards as set by Guardian and applicable legal requirements
Reporting Relationships
As our Client Service Delivery Associate III agent, you will report to a National Service Center Team Leader, who reports to our National Service Center Manager
Location
The primary location for this position is remote/work-from-home environment (preferred CST/MST/PST time zones)
Travel
No travel required for this position
Salary Range:
$42,830.00 - $64,250.00
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…