Advanced Client Service Agent

1 week ago

Duluth, Minnesota, United States Primerica Full time

Join Our Dynamic Team

In light of the ongoing pandemic, our workforce is primarily operating remotely. We have adapted our hiring procedures to a virtual format, conducting interviews via phone or video calls, and we are welcoming new team members both on-site and remotely. The safety and well-being of our community is our top priority.

About the Role

The Senior Customer Support Specialist is adept at addressing both phone and written inquiries from clients and agents across various skill areas, engaging in research and problem-solving as permitted. This role requires the ability to provide solutions to issues that may not conform to established protocols.

Key Responsibilities & Qualifications

Essential Knowledge, Skills, and Abilities:

  • Expertise in at least four distinct skill areas
  • Completion of a minimum of 24 hours of training through recognized learning platforms
  • Prior experience in customer service roles
  • Exceptional verbal and written communication capabilities
  • Successful completion of monitoring assessments with a score of 90% or higher as a Customer Service Representative 2
  • Consistent adherence to departmental standards
  • Strong attendance record
  • Ability to present information clearly and concisely in both verbal and written formats
  • Ownership mentality with a proven track record of working effectively under pressure and maintaining professionalism with challenging clients
  • Good voice quality, including clarity and tone

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 and supportive relationship with clients and agents to uphold the company’s quality image and ensure satisfaction
  • Provides comprehensive and accurate information utilizing departmental resources and training
  • Recognizes urgent situations and knows when to escalate issues appropriately
  • Executes necessary corrections during calls that fall within the scope of responsibility
  • Escalates issues outside of personal authority to the appropriate party for resolution
  • Takes initiative in identifying and addressing client needs
  • Aims for one-call resolutions by utilizing experience and judgment to solve problems
  • Operates with minimal supervision
  • Safeguards the company’s ability to operate by adhering to legal and ethical standards, policies, and procedures

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 classified as exempt (not eligible for overtime).

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
  • Tuition reimbursement programs
  • Company-sponsored social and philanthropic events

Primerica, Inc. is committed to being an Equal Opportunity Employer, providing equal opportunities to all qualified individuals regardless of race, gender, color, religion, national origin, age, disability, marital status, sexual orientation, or any other classification protected by applicable laws. We believe that diversity and inclusion are vital to our success and foster a creative workplace that drives innovation and growth.

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