Customer Service Representative

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

📋 Description

• Handle inbound calls, emails, and customer inquiries with professionalism and efficiency.

• Make outbound calls to follow up on inquiries, resolve issues, and provide updates.

• Process customer requests, policy modifications, and account updates.

• Ensure accurate maintenance of customer records and documentation within CRM systems.

• Navigate various systems and applications while assisting customers.

• Achieve service-level targets, quality benchmarks, and customer satisfaction goals.

• Adhere to company protocols and regulatory standards, including HIPAA compliance.

• Engage in training to enhance product and process knowledge.

• Work collaboratively with team members to foster positive customer experiences.

• Identify opportunities for process improvement and relay recommendations to management.

• Assist with quality initiatives and departmental projects as required.

⛳️ Requirements

• Must possess a High School Diploma or GED.

• 1–2 years of customer service experience is necessary.

• Prior call center experience is highly preferred.

• Experience in the financial services, insurance, or healthcare sectors is desirable.

• Excellent verbal and written communication skills are essential.

• Strong problem-solving skills and a customer-focused approach are required.

• Ability to handle multiple systems and communication channels throughout the day.

• Must be comfortable working independently in a remote setting.

• Familiarity with regulatory requirements, including HIPAA compliance, is necessary.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision Coverage.

• Critical Illness, Accident, and Hospital Insurance.

• 401(k) Retirement Plan with both Pre-tax and Roth post-tax contributions available.

• Life Insurance options (Voluntary Life & AD&D for employees and their dependents).

• Short-Term and Long-Term Disability coverage.

• Health Savings Account (HSA).

• Transportation Benefits.

• Employee Assistance Program.

• Paid Time Off, Vacation, and Sick Leave (where applicable).

• Fully Remote Work Environment.

• Supportive and collaborative team culture.

• Access to training programs.

• Opportunity to gain experience with a leading financial services organization.

• Potential to enhance customer service and financial services experience.