Customer Service Representative

Customer Service Representative Reports to:Manager, Customer Service FLSA Status:Non-Exempt Work Type:Hybrid About the Role 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. Youll handle inquiries, process transactions, maintain accurate records, and collaborate cross-functionally to ensure timely and effective resolutions. What Youll 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 Associates 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) CRM systems (Salesforce preferred) 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 Work Environment 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 Additional Details No direct reports 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 Years Additional paid holidays, including summer holiday schedules Health & Wellness Comprehensive medical, dental, and vision coverage Employee-focused benefits designed to support well-being and work-life balance At NextPlay Jobs, we believe great recruiting is personal, not transactional. We connect high-performing talent with companies where they can make the biggest impact and grow along the way.