Customer Service Analyst

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

📋 Description

• Deliver exceptional customer service by responding to incoming calls and chat messages from clients and agents.

• Cultivate the ability to effectively analyze incoming requests through phone, paper, and electronic communications to guarantee customer satisfaction and retention.

• Proactively gather information to comprehend and assess customers' situations, challenges, expectations, and needs to resolve difficult inquiries and issues.

• Effectively convey complex information and solutions to customers in a supportive manner.

• De-escalate situations involving dissatisfied customers by employing patience, assistance, and supportive methods.

• Precisely update, monitor, and document customer account details regarding client and agent interactions across multiple databases and CRM systems.

• Acquire in-depth product knowledge of core annuity offerings to discuss products and their features, including IRS tax qualifications and requirements.

• Grasp and articulate complex topics such as interest, fee, and death benefit calculations, as well as communicate the potential benefits and consequences of customer requests.

• Execute financial and non-financial transactions in line with established procedures.

• Assist in investigating complex issues or complaints that may necessitate collaboration across departments.

⛳️ Requirements

• Minimum of a high school diploma or equivalent.

• At least 2 years of relevant customer service experience.

• Excellent verbal communication skills.

• Strong attention to detail and the ability to efficiently multitask.

• Availability to work from 10:00 AM to 7:00 PM EST, Monday to Thursday, and from 8:00 AM to 5:00 PM EST on Fridays.

• Previous call center experience is advantageous but not mandatory.

• Proficient computer skills.

🏝️ Benefits

• Continuous opportunities for professional development and learning.

• Focused one-on-one meetings with your manager.

• A workplace that fosters career growth in a culture that inspires, rewards, and nurtures employees.

• A small company atmosphere with a commitment to addressing customer needs both now and in the future.