Senior Customer Service Specialist

Position Overview

We are seeking a full-time Senior Customer Service Specialist to answer inbound telephone inquiries from policyholders and their representatives, providing exceptional customer service regarding their insurance policy inquiries. This role is part of a growing company committed to helping others and offers a hybrid work arrangement with 3 days in-office in Austin, TX.

Key Responsibilities

• Answer and respond to inbound inquiries from policyholders or their representatives.
• Actively seek information to understand customers’ circumstances, problems, expectations, and needs to resolve inquiries or issues.
• Share routine and non-routine account information professionally.
• Maintain, update, and monitor customer account information.
• Interact with customers via telephone, email, or mail regarding products and services.
• Resolve moderately complex to complex customer requests and complaints while documenting processes used for resolution.
• Utilize computerized systems to track and document customer interactions and troubleshooting.
• Process transactions on customer accounts in accordance with guidelines.
• Apply knowledge of policies and procedures while complying with company and regulatory guidelines.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• 2 to 4 years of call center customer service experience.
• Strong verbal and written communication skills.
• A calm, friendly, and professional demeanor, especially during difficult conversations.
• Quick learning ability and adaptability to change.
• Excellent organizational and multitasking skills with great attention to detail.
• Ability to work independently as well as collaboratively.
• Proficiency with Microsoft Office and a Windows-based environment.
• Commitment to punctuality, reliability, and phone availability.

Preferred Qualifications

• Insurance industry background.

Benefits & Perks

• Compensation: $19.23 - $21.63 per hour with a competitive salary & target bonus program.
• Retirement Savings – 401(k) with a company match.
• Comprehensive Medical insurance through BlueCross BlueShield of Texas, with company-paid dental, vision, short-term and long-term disability, and life insurance.
• Work-Life Balance – 20 days of PTO, 10 paid holidays, and paid volunteer time off.
• Flexible Work Options & Perks – Hybrid opportunity, wellness programs, and weekly paid lunch for onsite staff.
• Health Savings Accounts (HSA) & Flexible Spending Accounts (FSAs) – Includes a company match for HSAs.