Senior Customer Service Representative

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

📋 Description

• Address a significant number of incoming client/customer requests and inquiries.

• Supply information and implement basic modifications to customer profiles.

• Redirect inquiries to relevant business teams as necessary.

• Offer alternatives and options during phone conversations.

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

• Record customer interactions in the designated systems.

• Investigate and resolve intricate customer inquiries and escalations.

• Utilize business rules, products, and procedures to address issues.

• Retain clients who may be at risk of leaving.

• Support various blocks of business and applications.

• Identify root causes and collaborate with internal departments to resolve client/customer issues.

• Input both semi-routine and non-routine updates for clients/customers into the appropriate system.

• Act as a team resource and guide newly hired employees.

• Engage in departmental and cross-departmental projects.

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

⛳️ Requirements

• High School Diploma or GED equivalent.

• 4–6 years of relevant experience.

• Strong comprehension of business rules, products, and procedures.

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

• Ability to identify root causes and resolve client/customer issues.

• Proficiency in coordinating with internal departments.

• Skill in entering semi-routine and non-routine updates for clients/customers into the appropriate systems.

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

• Competence in supporting multiple blocks of business and applications.

🏝️ 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 encouraging employees to engage in health initiatives to lower insurance premiums.

• Eligibility for bonuses.

• A workplace dedicated to diversity and inclusion.

• Opportunities for career advancement.