Customer Service Representative I
Resonance CX Partners identifies and validates customer-focused opportunities; we do not hire for these positions.
About the role
Employee Benefits Corporation is hiring a Customer Service Representative I to interact with customers via telephone or email, addressing inquiries and resolving concerns about EBC’s products and services. This role involves frequent customer contact and daily collaboration across multiple departments.
Location
Work from the Middleton, WI office, a home office anywhere in Wisconsin, or a hybrid arrangement.
Who we are
Employee Benefits Corporation (EBC) is a national third-party administrator with decades of experience delivering consumer-driven benefit solutions. We combine deep industry expertise and exemplary service with a bold vision for the future—applying technology to enable intuitive user experiences and elevate how consumers engage with their benefits.
Responsibilities
- Manage a high volume of calls in a timely and effective manner
- Address customer inquiries in a positive, professional manner
- Establish rapport and trust with all customers, ensuring a high-quality and meaningful experience with every interaction
- Communicate clearly and accurately with customers both verbally and in writing
- Obtain information from multiple systems and relay it to customers seamlessly
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Maintain and proactively manage the CRM database, documenting each customer interaction and action in a timely manner
- Respond to inquiries and tasks from other departments
Requirements
- High School diploma or equivalent
- 2 years of customer service experience
- Ability to remain calm when dealing with challenging customers
- Excellent listening, verbal, and written communication skills
- Strong attention to detail
- Ability to articulate relevant information in an organized and concise manner
- Demonstrated experience de-escalating customer issues
- Enthusiasm for working in a fast-paced, structured environment
- Strong ability to multi-task
- Strong critical thinking skills to help manage difficult situations
- Computer proficiency in Windows-based applications and demonstrated ability to learn new software programs
- Basic working knowledge of Microsoft Word and Outlook
Qualifications (preferred)
- Associate degree in Business or related field
- Previous experience in a high-volume call center
- Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
- Experience providing customer service for a variety of products in the financial services or healthcare industry
Benefits
- A welcoming, collaborative team culture where every voice matters
- Competitive pay and comprehensive benefits, including employee ownership
- A culture built on clarity, empathy, and continuous improvement
- Continuous learning and career development to help you grow as we invest in future-ready solutions and seamless user experiences
- Flexible work options designed to support a healthy work-life balance