Customer Service Representative

Customer Service RepresentativeReports to: Manager, Customer Service FLSA Status: Non-Exempt Work Type: HybridAbout the RoleOur 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 DoCustomer Support & OperationsRespond to customer inquiries via phone, email, and live chat (ranging from routine to complex)Troubleshoot issues and determine appropriate resolutionsMaintain and update customer records in a CRM systemProcess orders, payments, refunds, and financial transactions within policy guidelinesReview and analyze account activity to support customer inquiriesAssist with data entry and special projects as neededService & PerformanceManage assigned support queues and meet established service level expectationsAchieve quality and productivity metricsDeliver professional, empathetic service to both internal and external stakeholdersDocumentation & ProcessAccurately document customer interactions in a case tracking systemSupport documentation of standard operating proceduresTraining & ComplianceParticipate in ongoing training and professional developmentEngage in quality assurance reviews and coaching sessionsStay current on policies, procedures, and servicesEnsure compliance with data security, privacy, and financial policiesWhat You BringEducation & ExperienceAssociate’s degree in business or related field preferred1+ year of experience in customer service or data entry environmentSkills & ToolsStrong verbal, written, and listening communication skillsExperience with:Microsoft Office (Outlook, Word, Excel, Teams, OneDrive)CRM systems (Salesforce preferred)Customer case tracking toolsCall center and live chat platformsAbility to handle challenging customer interactions with professionalism and empathyStrong problem-solving skills and sound judgmentComfortable navigating multiple systems and adapting to new toolsTeam-oriented with strong cross-functional communication skillsWork EnvironmentHybrid setup (remote with occasional on-site requirements)Call center environment with moderate noise and activityFlexible schedule supporting phone and chat coverageOccasional overtime may be requiredAdditional DetailsNo direct reportsRegular computer use and extended periods of focus requiredStandard office equipment utilizedTime Off & Flexibility3 weeks (15 days) of vacation in year one10 sick days annually3 personal days (increasing to 4 after the first year)Company-paid winter break between Christmas and New Year’sAdditional paid holidays, including summer holiday schedulesHealth & WellnessComprehensive medical, dental, and vision coverageEmployee-focused benefits designed to support well-being and work-life balanceAt 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.