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A payroll company in Schaumburg is looking to hire a Senior Customer Service Representative to support the team during their busy season. This role is expected to last three months. The Senior Customer Service Representative is responsible for ensuring all customer inquiries (calls and emails) are handled on a priority basis, providing professional and efficient service. Responsible for answering inbound calls, return clients calls/escalate as needed, document incidents, and escalate tickets as needed to the next level of support. This role involves handling and resolving complex customer issues, mentoring junior CSRs, and actively contributing toward client success initiatives.
Duties and Responsibilities:
- Handle inbound customer calls and make outbound customer calls to understand, verify, and correct employee/consumer benefits. Confirm coverages and look into billing inquiries, determining if and where issues exist, and correct them as necessary.
- Assist with processing renewals across business relationships.
- Act as a primary point of contact for assigned clients, building, and maintaining strong relationships.
- Assist clients in navigating the system, best practices, and performing training sessions for platform users.
- Handle and resolve more complex customer issues and escalations, ensuring a high level of customer satisfaction.
- Participate in the continuous improvement of customer service processes and procedures, contributing to strategic planning and implementation.
- Track and report on specific metrics related to client success KPIs, such as customer satisfaction (CSAT) scores and retention rates.
Requirements:
- 2+ years of serving as a customer service representative in a call center environment performing related duties.
- 2+ years of experience working in insurance, benefits, or healthcare-related services.
- High school diploma required. Bachelor’s degree is preferred.
- Must have experience working with MS Word, Excel, Outlook, and digital platforms.
- Excellent verbal and written communication skills.
- Strong independent decision-making, organizational, planning, and problem-solving skills.
- Must be able to multi-task and respond to inquiries quickly with a high level of accuracy.
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