Customer Care Representative - Bilingual - *Remote*

Guardian Life

Live in USA Remote only

Full time

US$27.1-45.1k (annually)

Customer Service


Dec 9

**Training will begin for this class on Monday, January 30th **

Customer Care Representative

Job Description

Eres compasivo, enfocado al servicio al cliente, determinado y tienes el deseo de ser parte de un equipo progresivo e innovador. Es importante para ti unirte a una compañía donde “La gente cuenta” y “Hacemos lo correcto”. Amas el desafío de tomar decisiones en el momento mientras ayudas a gente que está tomando decisiones importantes de su vida. Valoras trabajar con compañeros comprometidos y líderes amables que les importa el bienestar de sus empleados y clientes. Sobre todo, estás buscando una carrera donde puedas utilizar tus talentos y trabajar duro para brindar un servicio que realmente importe - para hacer una diferencia en la vida de otros.

¿Esto te describe? ¡Si es así, entonces ReedGroup es para ti!

Como un representante de servicio al cliente en ReedGroup, ayudarás a personas a navegar la logística y la administración de sus ausencias de trabajo. Esto incluirá ser el primer punto de contacto para los clientes que necesiten ausentarse del trabajo, debido a enfermedad o heridas, o a responder a sus preguntas. Nuestros clientes dependen de ReedGroup para servir como expertos en una variedad de ausencias, requiriendo un dominio en el conocimiento de múltiples sistemas y productos. ¡Es trabajo desafiante, pero estamos comprometidos a tu éxito como lo estás tú! Empezarías tu carrera con ReedGroup con un programa de entrenamiento completo. Con el paso del tiempo, tendrás la oportunidad de continuar expandiendo tu conocimiento de productos de discapacidad y administración de ausencias, en preparación para avanzar tu carrera dentro de nuestra organización.

You are

•             Dependable, service oriented, honest, compassionate, persistent, and thrive in a working environment where you use your analytical & problem-solving skills to help others

•             Able to work independently and to adapt to a rapidly changing environment

•             Excited about learning new things, and able to apply your enhanced knowledge in the service of your customers

•             Adept at quickly navigating between multiple computer applications within one customer interaction to obtain information and provide correct and concise information back to the customer that combines data retrieved (talk and type)

•             Very comfortable working with PCs and Microsoft Office, including corresponding functions (copy, cut, paste, toggle). You’re able to quickly input and retrieve data while working with the customer on the telephone.

You have

•             Internet Connectivity Requirement/Remote Positions:  For 100% remote positions, we require that (1) you have high-speed broadband cable internet service with minimum upload/download speeds of 200 Mbps/50Mbps and (2) that the equipment supplied by your Internet provider is hardwired to your company issued computer.  To confirm whether your Internet system has sufficient speeds, please visit from your personal computer. 

•             A demonstrated successful work history in customer service, insurance, or related field. Knowledge of Disability Management, FMLA, and Workers Compensation is a plus, and a background in disability insurance or health care is also favorable.

•             Bilingual (English/Spanish) is a plus

•             Excellent communication & collaboration skills with strong ability to empathize with customers

•             Strong attention to detail with critical thinking skills

•             Demonstrated proficiency with Microsoft Office; your PC skills must include the ability to use dual screens and multiple systems simultaneously (we’ll provide the necessary equipment, of course!)

•             High School Diploma or equivalent is required, bachelor’s degree a plus

You will

•             Engage people who need help with their leaves of absence, using a variety of technologies including inbound and outbound telephone and chat

•             Continuously strive to provide superior products and customer service, serving callers as a subject matter expert on a variety of leave types

•             Initiate new leave cases in our system

•             Make independent complex decisions within the scope of your authority

•             Demonstrate a high level of confidentiality and professionalism

•             Express yourself in an open and honest manner

•             Demonstrate a positive attitude, self-awareness and embrace feedback

•             Be kind and compassionate

•             Use productivity and quality data & metrics to achieve superior customer service results

As a condition of employment, you will be required to complete paid training and successfully pass a final course assessment.  This training will take place during the first 5-weeks of your employment, and the hours are full time.

Reporting Relationships

As a Customer Care Representative, you will report to a Customer Care Team Leader

Salary Range

Compensation depends on experience, starting at $18 per hour.


This role can be a remote/work from home position located anywhere in the Eastern, Central, Mountain and Pacific time zones.


There is no travel required for this position.

Our Promise

At ReedGroup, 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.

Work-Life Balance

We recognize the importance of a work life balance.  We promote healthy lifestyles and flexible work arrangements for our employees.

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.

Salary Range

$27,050.00 - $45,090.00


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.


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.

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.  If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact

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