Customer Escalation Representative

Corestream; Tampa (FL); Hybrid; USD 40,000 - 48,000; Full time

Job summary

Corestream is seeking a Customer Escalation Representative in a hybrid role based in Tampa, FL. You will handle customer inquiries, coordinate programs, and ensure timely, professional service.

The position requires strong communication, data entry, and a customer-first mindset. Responsibilities include handling high-volume calls, maintaining documentation, and staying current with product entitlement options.

Qualifications

• High School Diploma required.
• Active Life, Health and Variable Annuity License (2-15) required.
• 2+ years of experience in a call center environment.
• Excellent written and verbal communication skills.
• Excellent telephone skills for high-volume contacts.
• Must embody a professional, patient demeanor in a fast-paced customer service setting.
• Collaborative team player with strong problem-solving abilities.
• Strong organizational and multitasking capabilities.
• Attention to detail and accuracy with data entry.

Responsibilities

• Heavy phone use to answer customer inquiries with accuracy and courtesy.
• Significant data entry and navigation within computer systems.
• Maintain and nurture positive customer relationships with professional service.
• Demonstrate a proactive, solution-focused approach to inquiries.
• Provide clear, concise ticket documentation and update internal databases.
• Keep knowledge of products and entitlement options up-to-date.
• Set expectations when issues cannot be resolved immediately and follow through to resolution.

Skills

Customer service

Phone support

Data entry

Communication skills

Microsoft Word/Excel

Education

High School Diploma

Tools

Microsoft Word

Excel

Job description

Hybrid / Customer Support / Full-Time Corestream is seeking a

Hybrid / Customer Support / Full-Time 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.