Customer Service Representative

Dexian; Village of Oriskany (NY); Hybrid; USD 35,000 - 50,000; Full time

Job summary

Dexian is seeking a Customer Service Rep / Call Center Rep to join their team in New York. In this virtual role, you will provide frontline support to customers inquiring about life insurance, handling important requests with professionalism and efficiency.

The ideal candidate has 1–3 years of customer service experience, a high school diploma, and the ability to navigate various customer inquiries with confidence. This position offers training and necessitates a commitment to service excellence.

Qualifications

• 1–3 years experience in customer service preferred.
• Ability to process transactions accurately and respond to customer inquiries.
• High-speed internet requirement (500–650 kbps).

Responsibilities

• Support customers with inquiries about life insurance.
• Handle enrollment changes, beneficiary updates, and billing questions.
• Conduct interactions via telephone efficiently and professionally.

Skills

Strong customer service skills

Transaction processing

Clear communication

Adaptability

High-speed internet

Education

High school diploma or equivalent

Job description

Job Title: Customer Service Rep / Call Center Rep

Training Hours: 8:30 AM–5:00 PM EST, Monday–Friday

Training Dates: 8/3/26 – 9/8/26

Nesting: 9/9/26 – 9/22/26

Note: No time off planned during training until the end of nesting

Overview

Join our team as a Customer Care Advocate, where you’ll be the frontline support for customers who have— or are looking to obtain—life insurance through their employer. This role combines clear, guided customer communication with accurate transaction processing and a strong commitment to service. You’ll help customers through important moments like enrollment changes, beneficiary updates, policy questions, billing inquiries, and request status—making a real difference with every interaction.

Required Skills

• High school diploma (or equivalent)
• 1–3 years of experience in a customer service role (preferred)
• Strong ability to respond to customer requests via telephone with excellent service
• Comfortable processing transactions and preparing correspondence accurately
• Ability to work under immediate supervision
• Confidence using reference materials to support calls and decision‑making
• Clear, professional class participation and interpersonal skills
• Demonstrated grasp of material and decision‑making confidence during training
• Adaptability and flexibility in response to changing business needs and shifting schedules
• High‑speed internet (500–650 kbps)
• Ethernet required (hotspots and Wi‑Fi are not allowed)
• Ability to use video for interviews, coaching, weekly huddles, and virtual training

Nice to Have Skills

• Experience handling conversations involving insurance policy provisions (e.g., coverage, exclusions, age‑related changes)
• Familiarity with maintaining accuracy while managing enrollment, beneficiary, billing, and coverage continuation questions

Preferred Education and Experience

• Preferred: 1–3 years of experience in customer service (or a related field)
• Required: High school diploma or equivalent

After training

• Must be able to work during hours of operation Monday–Friday, 8:00 AM–11:00 PM EST
• Shifts are determined via a ranking system based on Progress Check scores and Behavior ratings (Attendance, Class Participation, Grasp of Material, Decision Making Confidence Level, Ownership of Learning, Technical Skills, Adaptability/Flexibility)
• Schedules are available for bidding and may vary across all operating hours

In‑person expectations (virtual assignment with monthly in‑person reporting)

• Role is virtual with in‑person training
• Associates near office will report to work 1 day per month, or any day they are unable to work from home (e.g., system issue, internet outage, poor connection)

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.