Customer Escalation Representative

Corestream-; Tampa (FL); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Casual dress code

Free snacks and beverages

Wednesday lunches provided

Hybrid work model

Job summary

Corestream is seeking a Customer Escalation Representative in Tampa, FL for a hybrid role requiring one day per week in the office. You will manage, coordinate, and oversee customer programs while delivering prompt, courteous service over the phone and via data entry.

The role requires a High School Diploma, 2+ years in a call center, and licenses in Life, Health and Variable Annuity. Strong communication and problem-solving skills are essential.

Qualifications

• Heavy phone use to answer inquiries with accuracy and courtesy.
• Significant data entry and navigation in computer systems.
• Maintain courteous, efficient, professional service and positive attitude.

Responsibilities

• Answer customer inquiries by phone with accuracy and courtesy.
• Document tickets clearly and enter information into the database while speaking with customers.
• Review and update information in internal data systems and stay current on product entitlement options.
• Set expectations and follow through to completion when calls cannot be resolved immediately.
• Maintain up-to-date knowledge to provide proper information to customers.

Skills

Phone etiquette

Call center experience

Customer service

Verbal communication

Education

High School Diploma

Tools

Microsoft Word

Microsoft Excel

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.