Senior Customer Support Specialist
1 week ago
Join Our Dynamic Team
In light of recent global events, our workforce is primarily operating remotely. We have established a virtual recruitment process and continue to conduct interviews via phone or video conferencing, ensuring a smooth onboarding experience for new hires, whether onsite or remote. The safety and well-being of our community members remain our top priority.
About the Role
The Senior Customer Support Specialist is adept at addressing both telephone and written inquiries from clients and agents across various skill sets. This role involves conducting research and resolving issues as permitted, while also providing solutions for challenges that extend beyond standard protocols.
Key Responsibilities & Qualifications
Essential Knowledge, Skills, and Abilities:
- Proficient in at least four distinct skill sets
- Completion of a minimum of 24 hours of training through relevant educational platforms
- Prior experience in customer service roles
- Exceptional verbal and written communication abilities
- Successful monitoring assessments with a score of 90% or higher in previous roles
- Consistent adherence to departmental standards
- Strong attendance record
- Capability to present information clearly and concisely in both verbal and written formats
- Ownership mentality with a proven ability to manage high-pressure situations and communicate effectively with challenging clients
- Good voice quality (clarity, tone, etc.)
Core Functions:
- Handles advanced inquiries from clients and agents across multiple skill sets
- Identifies client concerns through effective questioning
- Responds to inquiries in a clear and courteous manner
- Maintains a positive relationship with clients and agents to enhance the company’s reputation and client satisfaction
- Provides accurate information using departmental resources and training materials
- Recognizes urgent situations and knows when to escalate issues
- Performs necessary corrections during calls within the scope of responsibility
- Directs complex issues to the appropriate parties for further action
- Takes initiative in identifying and addressing caller needs
- Aims for one-call resolutions and utilizes experience and judgment to analyze solutions
- Operates with minimal supervision
- Upholds the company’s standards by adhering to legal and ethical guidelines
Remote Work Requirements:
- Personal Computer or Laptop (PC or MAC)
- PC must be Windows 10 compatible (Windows 7, 8, or 9 are not acceptable)
- Chromebooks are not permitted
- Internet speed requirements: Upload speed of 8 Mbps and Download speed of 15 Mbps
FLSA Status:
This position is exempt from overtime eligibility.
Our Benefits:
- Comprehensive health, dental, and vision insurance from day one
- 401(k) plan with competitive employer matching
- Generous vacation, sick leave, holiday, and volunteer time off
- Life and disability insurance options
- Flexible Savings Account and Health Savings Account
- Opportunities for professional development and tuition reimbursement
- Company-sponsored social and philanthropic events
At Primerica, we are committed to being an Equal Opportunity Employer, providing equal opportunities to all qualified individuals regardless of race, gender, color, religion, national origin, age, disability, or any other classification protected by applicable laws. We believe that diversity and inclusion are essential to our success and strive to create a workplace that fosters innovation, growth, and profitability.
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