Anthem
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Customer Service Representatives (CSRs) are a vital touchpoint for our customers, responsible for delivering an exceptional experience when customers call with questions, concerns or problems. Because our industry is heavily regulated and our company oversees multiple products and brands, this role requires a high degree of empathy, problem solving and emotional intelligence. We want to create a work experience that sets CSRs up for personal success and job satisfaction.
We are looking to redesign the CSR experience in the following areas:
- Recruiting and Hiring
- Onboarding and Training
- Daily Responsibilities
- Continued Learning and Career Progression
Design an experience that will attract and retain successful Customer Service Representatives. Specifically, we want your ideas for these topics:
Recruiting
- How can we make the position stand out to recruit talent with the desired behavioral skills?
- What can we do to accurately reflect the work to applicants and interviewees?
Onboarding and Team-building
- How can we make both virtual and in-office employees feel welcomed by the organization and quickly build a strong connection to their new manager and team?
- What role(s) would a great manager/leader play in the Customer Service department?
Training and Continued Learning
- How can we modernize learning to better equip CSRs to provide exceptional customer experiences?
- How can we motivate CSRs to continuously grow their skills?
- How would feedback and coaching be implemented?
Daily Responsibilities
- What tools and resources would make delivering great customer service easy?
- We want our CSRs to know they are delivering value while being valued. How c