Call Center Representative III

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Address a significant volume of incoming requests and inquiries from clients/customers.

• Offer information and facilitate basic changes to customer profiles.

• Route requests to various functional business teams as necessary.

• Present alternatives and options during phone interactions.

• Collect information and make informed decisions aimed at achieving first-call resolution.

• Record customer interactions in the relevant systems.

• Investigate and resolve intricate customer inquiries and escalations.

• Maintain relationships with clients who are at risk of termination.

• Support various business sectors and applications.

• Collaborate with internal departments to address client/customer concerns.

• Act as a resource and mentor for new team members.

• Engage in both departmental and cross-departmental projects.

• Provide backup assistance to the administrative processing area during periods of increased volume.

⛳️ Requirements

• High School Diploma or GED equivalent.

• 4–6 years of relevant experience.

• Solid understanding of business rules, products, and procedures.

• Capability to research and resolve a high volume of complex customer inquiries and escalations.

• Skill in identifying root causes and addressing client/customer issues.

• Proficiency in entering semi and non-routine client/customer updates into the appropriate system.

🏝️ Benefits

• Health, dental, and vision coverage.

• Life insurance.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) retirement plan.

• Employee Assistance Program.

• Back-up care for children, adults, and elders.

• Health and wellness initiatives.

• Wellness program that allows employees to engage in health initiatives to lower insurance premiums.

• Eligibility for bonuses.