Customer Support Representative

Who are we?

Setting: Hybrid (2 per week)

Full Time role

Location: Schaumburg, IL

We are seeking a Customer Service Representative (CSR) to support one of our key Insurance clients. In this role, you will be responsible for handling customer inquiries via phone and email, participating in team meetings to enhance communication strategies, and maintaining in-depth knowledge of company products and services to provide the best possible customer support.

Key Responsibilities:

• Manage a high volume of inbound and outbound calls efficiently and professionally.
  
• Follow established call center scripts while handling diverse customer inquiries.
  
• Identify customer needs, clarify information, research issues, and provide effective solutions.
  
• Maintain accurate and detailed records of all customer interactions in the call center database.
  
• Gather and verify client information during calls.
  
• Determine customer eligibility by comparing provided information against established requirements.
  
• Inform clients about procedures, answer questions, and provide necessary information.
  
• Escalate complex queries to managers or other relevant teams when needed.

Requirements

• Excellent communication skills, including professional email and phone etiquette.
  
• 1-2 years of experience working in a call center setting.
  
• Experience handling a large volume of inbound calls.
  
• Proficiency in MS Office (Word, Excel, PowerPoint) and experience with calendar management.
  
• Experience handling customer queries and providing resolutions in real-time (not limited to insurance).
  
• Ability to interact with C-level executives and other senior professionals.
  
• This role offers an exciting opportunity to work with a leading insurance client, enhance customer engagement, and develop problem-solving skills in a fast-paced environment.