Call Center Representative III

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

📋 Description

• Handle a substantial volume of incoming client/customer inquiries and requests.

• Offer information and facilitate basic alterations to customer profiles.

• Route requests to relevant functional business teams.

• Present alternatives and options during telephone interactions.

• Collect information and make suitable decisions aimed at resolving issues on the first call.

• Record customer interactions in the designated systems.

• Investigate and resolve complex customer inquiries and escalations.

• Retain clients who may be at risk of cancellation.

• Provide support across various business segments and multiple applications.

• Identify root causes and collaborate with internal departments for issue resolution.

• Input client/customer updates into the relevant system.

• Guide and mentor new employees.

• Engage in departmental and cross-departmental projects.

• Serve as backup in the administrative processing area during peak volume periods.

⛳️ Requirements

• High School Diploma or GED.

• 4–6 years of relevant experience.

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

• Capability to research and resolve high-volume, intricate customer inquiries and escalations.

• Proficiency in identifying root causes and resolving client/customer issues.

• Ability to enter semi-routine and non-routine client/customer updates into the appropriate system.

• Skill to act as a team resource and mentor for new hires.

🏝️ Benefits

• Health, dental, and vision coverage.

• Life insurance.

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

• 401(k) retirement plan.

• Employee Assistance Program.

• Backup care for children, adults, and elders.

• Health and wellness initiatives.

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

• Eligibility for bonuses.