Customer Service Representative
NextPlay Jobs, Rosemont, IL, United States
Our client in the insurance space is seeking a Customer Service Representative to support members, candidates, and internal teams by delivering high-quality service across multiple channels. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about creating a great customer experience.
You’ll handle inquiries, process transactions, maintain accurate records, and collaborate cross-functionally to ensure timely and effective resolutions.
What You’ll Do Customer Support & Operations
Respond to customer inquiries via phone, email, and live chat (ranging from routine to complex)
Troubleshoot issues and determine appropriate resolutions
Maintain and update customer records in a CRM system
Process orders, payments, refunds, and financial transactions within policy guidelines
Review and analyze account activity to support customer inquiries
Assist with data entry and special projects as needed
Service & Performance
Manage assigned support queues and meet established service level expectations
Achieve quality and productivity metrics
Deliver professional, empathetic service to both internal and external stakeholders
Documentation & Process
Accurately document customer interactions in a case tracking system
Support documentation of standard operating procedures
Training & Compliance
Participate in ongoing training and professional development
Engage in quality assurance reviews and coaching sessions
Stay current on policies, procedures, and services
Ensure compliance with data security, privacy, and financial policies
What You Bring Education & Experience
Associate’s degree in business or related field preferred
1+ year of experience in customer service or data entry environment
Skills & Tools
Strong verbal, written, and listening communication skills
Experience with:
Microsoft Office (Outlook, Word, Excel, Teams, OneDrive)
Customer case tracking tools
Call center and live chat platforms
Ability to handle challenging customer interactions with professionalism and empathy
Strong problem-solving skills and sound judgment
Comfortable navigating multiple systems and adapting to new tools
Team-oriented with strong cross-functional communication skills
Hybrid setup (remote with occasional on-site requirements)
Call center environment with moderate noise and activity
Flexible schedule supporting phone and chat coverage
Occasional overtime may be required
Regular computer use and extended periods of focus required
Standard office equipment utilized
Time Off & Flexibility
3 weeks (15 days) of vacation in year one
10 sick days annually
3 personal days (increasing to 4 after the first year)
Company-paid winter break between Christmas and New Year’s
Comprehensive medical, dental, and vision coverage
Employee-focused benefits designed to support well-being and work‑life balance
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You’ll handle inquiries, process transactions, maintain accurate records, and collaborate cross-functionally to ensure timely and effective resolutions.
What You’ll Do Customer Support & Operations
Respond to customer inquiries via phone, email, and live chat (ranging from routine to complex)
Troubleshoot issues and determine appropriate resolutions
Maintain and update customer records in a CRM system
Process orders, payments, refunds, and financial transactions within policy guidelines
Review and analyze account activity to support customer inquiries
Assist with data entry and special projects as needed
Service & Performance
Manage assigned support queues and meet established service level expectations
Achieve quality and productivity metrics
Deliver professional, empathetic service to both internal and external stakeholders
Documentation & Process
Accurately document customer interactions in a case tracking system
Support documentation of standard operating procedures
Training & Compliance
Participate in ongoing training and professional development
Engage in quality assurance reviews and coaching sessions
Stay current on policies, procedures, and services
Ensure compliance with data security, privacy, and financial policies
What You Bring Education & Experience
Associate’s degree in business or related field preferred
1+ year of experience in customer service or data entry environment
Skills & Tools
Strong verbal, written, and listening communication skills
Experience with:
Microsoft Office (Outlook, Word, Excel, Teams, OneDrive)
Customer case tracking tools
Call center and live chat platforms
Ability to handle challenging customer interactions with professionalism and empathy
Strong problem-solving skills and sound judgment
Comfortable navigating multiple systems and adapting to new tools
Team-oriented with strong cross-functional communication skills
Hybrid setup (remote with occasional on-site requirements)
Call center environment with moderate noise and activity
Flexible schedule supporting phone and chat coverage
Occasional overtime may be required
Regular computer use and extended periods of focus required
Standard office equipment utilized
Time Off & Flexibility
3 weeks (15 days) of vacation in year one
10 sick days annually
3 personal days (increasing to 4 after the first year)
Company-paid winter break between Christmas and New Year’s
Comprehensive medical, dental, and vision coverage
Employee-focused benefits designed to support well-being and work‑life balance
#J-18808-Ljbffr