Customer Service Rep - Senior

Summary:

• Max pay rate: ***
• Location: Warwick, RI for training and nesting
• Start Date: 4/6/2026
• Training Hours: 8:30am - 5:00pm Monday - Friday EST
• Post-training Hours: 8:00am - 6:00pm EST
• Transition to a work-from-home model after training
• Strong home internet connection required (at least 50 Mbps)

Responsibilities:

• Communicate with customers via telephone using strong communication skills, active listening, and empathy
• Drive solutions that best meet the customers needs
• Analyze and resolve complex customer issues such as requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas
• Support special product and/or service campaigns as needed, or as requested by the customer
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customers inquiry
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills

Requirements:

• Must live within one hour commute of Warwick, RI
• Training will be in-office for a designated duration. No time off can be taken during training and nesting period
• Required to work an assigned shift during hours of operation between 8:00am 6:00pm ET, Monday through Friday
• Able to work in a stationary position 75% of the time

Required Skills:

• Suggested 2 years of experience in Customer Service. Prior Call Center experience is highly preferred
• Strong computer/keyboard skills as well as analytical and problem-solving skills
• Quickly grasps information and efficiently solves verbal challenges with strategic thinking
• Communicates complex verbal and written concepts with ease
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment
• Professionally demonstrate empathy to others

Preferred Skills:

• High School diploma, GED, some college experience, trade, or professional certification
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting, and marketing functions
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style which promotes a quality image of the company