Customer Escalation Representative

Corestream; Chicago (IL); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Corestream is seeking a Customer Escalation Representative to promptly and professionally address customer inquiries and needs. The role focuses on managing and overseeing specific customer programs and processes while delivering efficient, courteous service.

The position is hybrid, located in a city with in-office work one day per week, and requires a High School Diploma plus an Active 2-15 Life, Health, and Variable Annuity License with 2+ years of call center experience.

Qualifications

• High School Diploma is required.
• Active 2-15 Life, Health and Variable Annuity License required.
• 2+ years of experience in a call center environment.
• Good written and verbal communication skills are essential.
• Excellent telephone skills for handling many internal and external contacts.

Responsibilities

• Heavy phone use to answer customer inquiries with accuracy and courtesy.
• Significant data entry and navigation tasks.
• Maintain good relations with customers through courteous, efficient service.
• Provide clear, concise ticket documentation and update information in data systems.
• Keep up-to-date knowledge of products and entitlement options to inform customers.

Skills

Phone handling

Customer service

Data entry

MS Word/Excel

Communication

Education

High School Diploma

Tools

CRM software

Job description

Corestream is seeking a Customer Escalation Representative to ensure all customer inquiries and needs are addressed promptly and professionally. In this role, you will be responsible for delivering efficient and courteous service by managing, coordinating, and overseeing specific customer programs and processes. If this sounds like you, read on...

Location: Corestream is headquartered in Tampa, FL. This is a hybrid role, requiring time in the office one day a week.

Responsibilities:

• Heavy phone use to answer customer inquiries with a high degree of accuracy, efficiency and courtesy
• Requires a significant amount of computer data entry and navigation
• The ability to establish and maintain good relations with customers by providing courteous, efficient and professional service is a must
• Displays a positive attitude to ensure customer satisfaction
• Follows quality system procedures and processes
• Recognize, research, isolate and resolve customer inquiries
• Type and enter information into a database while a customer is speaking
• Must be able to provide clear, concise ticket documentation
• Reviews and updates information in an internal data system
• Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers
• Set appropriate expectations when calls cannot be handled immediately and follow through to completion

Recipe for Success:

• A High School Diploma required
• Active 2-15 Life, Health and Variable Annuity License required
• 2+ years of experience working in a call center environment
• Good written and verbal communication skills are essential
• Excellent telephone skills: position communicates with many individuals, both internally and externally
• Must have the demeanor and temperance to work effectively in a customer service and fast paced environment
• Collaborative team player
• Effective problem-solving skills, exceptional organizational and multitasking abilities
• Excellent decision-making skills and ability to perform complicated tasks, attention to detail
• Basic knowledge of Microsoft applications, especially Word and Excel

Corestream is a fast-growing, cutting-edge financial and benefits technology company. We are an industry leader in the delivery of Voluntary Benefits; our proprietary software is the engine for large, Fortune-500 companies to easily and cost-effectively offer unlimited Voluntary Benefits to its employees through payroll deduction.

We have a driven, flexible, and fun team and offer competitive compensation and benefit packages. Although we are over ten years old, we still have a “start-up” culture and when we are in the office we have a casual dress code, free snacks and beverages, and Wednesday lunches are on the house.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.