Job Description

Customer Service Representative

Reports to: Manager, Customer Service

FLSA Status: Non-Exempt

Work Type: Hybrid

About the Role

Our client in the insurance space is seeking a Customer Service Representative to support members, candidates, and internal teams by delivering high-quality service across multiple channels. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about creating a great customer experience.

You’ll handle inquiries, process transactions, maintain accurate records, and collaborate cross-functionally to ensure timely and effective resolutions.

What You’ll Do

Customer Support & Operations

• Respond to customer inquiries via phone, email, and live chat (ranging from routine to complex)
• Troubleshoot issues and determine appropriate resolutions
• Maintain and update customer records in a CRM system
• Process orders, payments, refunds, and financial transactions within policy guidelines
• Review and analyze account activity to support customer inquiries
• Assist with data entry and special projects as needed

Service & Performance

• Manage assigned support queues and meet established service level expectations
• Achieve quality and productivity metrics
• Deliver professional, empathetic service to both internal and external stakeholders

Documentation & Process

• Accurately document customer interactions in a case tracking system
• Support documentation of standard operating procedures

Training & Compliance

• Participate in ongoing training and professional development
• Engage in quality assurance reviews and coaching sessions
• Stay current on policies, procedures, and services
• Ensure compliance with data security, privacy, and financial policies

What You Bring

Education & Experience

• Associate’s degree in business or related field preferred
• 1+ year of experience in customer service or data entry environment

Skills & Tools

• Strong verbal, written, and listening communication skills
• Experience with:
• Microsoft Office (Outlook, Word, Excel, Teams, OneDrive)
• CRM systems (Salesforce preferred)
• Customer case tracking tools
• Call center and live chat platforms
• Ability to handle challenging customer interactions with professionalism and empathy
• Strong problem-solving skills and sound judgment
• Comfortable navigating multiple systems and adapting to new tools
• Team-oriented with strong cross-functional communication skills

Work Environment

• Hybrid setup (remote with occasional on-site requirements)
• Call center environment with moderate noise and activity
• Flexible schedule supporting phone and chat coverage
• Occasional overtime may be required

Additional Details

• No direct reports
• Regular computer use and extended periods of focus required
• Standard office equipment utilized

Time Off & Flexibility

• 3 weeks (15 days) of vacation in year one
• 10 sick days annually
• 3 personal days (increasing to 4 after the first year)
• Company-paid winter break between Christmas and New Year’s
• Additional paid holidays, including summer holiday schedules

Health & Wellness

• Comprehensive medical, dental, and vision coverage
• Employee-focused benefits designed to support well-being and work-life balance

At NextPlay Jobs, we believe great recruiting is personal, not transactional. We connect high-performing talent with companies where they can make the biggest impact — and grow along the way.

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