Customer Service Representative

3 weeks ago

Eden Prairie, United States Homesite Services Full time

In this experienced level role, you will serve as the first point of contact for Homesite-CONNECT customers (advisors, clients, and relationship partners) for service issues, requests, policies, procedures, and account information. You will communicate directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone. You will report to a manager, and provide exceptional customer service, work to resolve conflicts with sensitivity while being results driven and having a growth mindset. Position Compensation Range: Pay Rate Type: Hourly Compensation may vary based on the job level and your geographic work location. Compensation: $23.00 / hour In this primarily home-based role, you will spend 80% (4+ days per week) working from home. On occasion you may be asked to travel to an office location for in-person engagement activities such as team meetings, training, and culture events. This is why we require you to be located proximate to one of the following locations: Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034; Nashville, TN 37214. The shift we are hiring for is Monday through Friday and every third Saturday from 11:00am-8:00pm local time. Monday will be 9 hours with a shortened day during the week to ensure you have 40 hours. Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role. Primary Accountabilities You will ensure that all relevant information is gathered and entered to ensure prompt resolution. Receive guidance from coaches on a frequent basis to process requests. You will develop an understanding of procedures to educate clients and advisors on newly enacted services, as they arise, to facilitate efficient self-service. You will be an important resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers. You will refer more complex issues to appropriate service partners. Specialized Knowledge & Skills Requirements Demonstrate experience providing customer-focused solutions or support. Demonstrated written and spoken communication skills. Demonstrated ability managing multiple priorities in a fast-paced environment. You will troubleshoot and resolve issues. We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits. We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. #J-18808-Ljbffr

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