Customer Service Rep

Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

About the role

As a Workplace Solutions Customer Service Representative, you will provide exceptional service to our policyholders and providers by efficiently handling inquiries, thoroughly researching issues, and ensuring a seamless customer experience. You’ll support a wide range of customer needs across our Group Insurance products, including Disability, Life, Accident, Critical Illness, Hospital Indemnity, and Paid Leave—ranging from straightforward policy questions to more complex claim-related inquiries. You’ll use multiple internal systems and resources to investigate, resolve, and communicate solutions effectively. Your ability to listen, analyze information, and communicate clearly will be essential in helping customers understand their benefits, resolve concerns, and feel confident in the service they receive.

Training is held Monday through Friday, 8:00 AM – 4:30 PM CST. Following training, your regular shift will transition to our closing hours: 9:00 AM – 5:30 PM CST / 10:00 AM – 6:30 EST.

Responsibilities

• Handle inbound calls in a fast-paced environment, delivering excellent customer service for routine inquiries and assisting with complex cases as needed.
• Research and analyze incoming inquiries to resolve customer issues using relevant systems and policies.
• Make outgoing calls to gather information on inquiries not readily available in systems.
• Stay current on company, industry changes, and relevant regulations to ensure compliance and effectiveness.
• Utilize service recovery techniques to turn complaints into opportunities for business growth and retention.

Requirements

• Experience in a customer service or contact center environment.
• Excellent oral and written communication skills, with strong decision-making and analytical abilities.
• Demonstrated telephone skills, providing quality customer service consistently.
• Reliable attendance and flexibility to work various shifts, including overtime.
• Proficient in computer systems and keyboarding, with a focus on detail orientation.
• Strong interpersonal skills, capable of multitasking and adapting quickly to changes while ensuring customer satisfaction.
• You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

Preferred Qualifications

• Strong planning and organizational skills with the ability to prioritize effectively.
• Basic product knowledge relevant to the assigned area.
• Familiarity with medical terminology.

Pay

Hourly wage: $20.50, plus annual bonus opportunity.

Benefits

• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time, and paid holidays.