Customer Service Specialist

About the role

The Customer Service Specialist is the first point of contact for customers, handling incoming calls from service and claims queues. This non-exempt, hourly position is based at a MWG Call Center in Ridgeland, MS, and supports company operations by building customer relationships and delivering exceptional service.

Responsibilities

• Answer incoming calls and document customer needs using available tools.
• Maintain excellent phone etiquette and clear written communication.
• Meet or exceed performance metrics.
• Understand MWG business processes, including departments, carriers, brokers, and group contacts.
• Route calls to appropriate resources.
• Use MWG Administrators Policy Administration Systems to verify eligibility and review member accounts.
• Resolve customer issues by following standard procedures and explaining processes.
• Escalate issues to supervisors when necessary.
• Follow up on customer calls and complete daily assigned voicemails.
• Perform additional duties as assigned by the Department Manager.
• Advance within the department through knowledge checks and qualifications, with pay increases at each level.

Requirements

• High School Diploma or GED required; Associate’s or Bachelor’s degree preferred.
• Previous customer service experience; call center experience is a plus.
• Proficiency in Microsoft Tools and strong computer skills.
• Ability to work under pressure, manage multiple priorities, and meet deadlines with attention to detail.
• Strong problem-solving, written, and verbal communication skills.
• Ability to work with minimal supervision and handle stressful situations professionally.
• Commitment to maintaining confidentiality and privacy.

Working Environment

• High-paced environment with frequent interruptions.
• Ability to prioritize and manage multiple projects simultaneously.
• Must be able to read, write, and speak English; Spanish is a plus.
• Basic typing skills required.
• Must adhere to scheduled work hours.
• Must possess sight and hearing senses (or use prosthetics) to meet position requirements.
• Ability to bend, stretch, reach, sit, or stand for 85% of the workday.
• Capable of lifting, stooping, and carrying small equipment or supplies up to 20 lbs.