Customer Service Representative - 401K & L&A

001 Sentry Insurance Company; Stevens Point (WI); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Hybrid work model

Tuition reimbursement

Paid time off

401(k) company match

Medical, dental, and vision insurance

Job summary

Sentry Insurance Company is seeking a Customer Service Representative – 401K & L&A in Stevens Point. The role supports participants and policy owners with a hybrid work model, balancing in-office collaboration with remote flexibility.

Responsibilities include assisting customers, resolving inquiries with empathy, and navigating multiple systems to ensure accurate service. Strong communication and data-entry skills are essential.

Qualifications

• Associates degree or related work experience.
• Strong interpersonal skills to deal effectively with customer issues.
• Excellent verbal and written communication.
• Proficient computer skills with Excel and Word.
• Able to navigate multiple software systems to resolve service requests.
• Reliable attendance and punctuality.

Responsibilities

• Provide quality customer experience by reducing friction and guiding processes.
• Listen to and assess customer needs to fulfill requests.
• Be the primary contact for customers, building relationships and resolving requests with knowledge and empathy.
• Meet or exceed stated service standards.
• Handle calls for the assigned line of business and provide upfront assistance.
• Navigate systems to provide information and resolve service situations.
• Record and file information in the appropriate system.

Skills

Customer service

Verbal communication

Written communication

Excel

Word

Team collaboration

Education

Associates degree

Tools

CRM systems

Job description

Provides quality customer service to participants and policy owners.

This role can be filled at our Stevens Point Office following a hybrid work model

What You'll Do

As a Customer Service Representative – 401K & L&A you will:

• Ensure a quality customer experience for our participants and policy owners by reducing friction points and ensuring an effortless process.
• Listen to and assess customer needs to take appropriate action to fulfill their requests.
• Be a key point of contact for customers, build positive relationships and create customer confidence, loyalty, and retention by resolving requests using knowledge, empathy, and sound judgment.
• Provides timely customer service meeting or exceeding specified service standards.
• Receives telephone calls for assigned line of business and provides upfront assistance to our participants and policy owners in need of service. These needs may include locating, providing, or obtaining information or documentation, answering questions, routing, or transferring calls as appropriate, entering data, or creating or processing tasks to service participants and policy owners.
• Navigate multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service situations in support of participants and policy owners.
• Record and file provided information from each request in the appropriate system application.

What it Takes

• Associates degree or related work experience
• Good human relations skills to deal effectively with customer issues in a professional manner.
• Ability to communicate effectively and accurately verbally and in writing.
• Knowledge of how to use a computer, keyboard skills, and familiarity with software applications such as Excel and Word.
• Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position.
• Ability to meet or exceed attendance requirements, providing reliable and predictable attendance

Hours of the position can be 8:30 AM - 5:00 PM CST

Here is what you can look forward to as part of our team:

• Hybrid Flexibility: Enjoy the best of both worlds. With optional work from home on Mondays and Fridays and join your team in the office Tuesday through Thursday to collaborate and learn. We provide the technology and tools you need for both your office and home workspace from day one.
• Dining on Us: Depending on your location, we may provide a stipend that can be used at our on-site cafeteria or a meal allowance to keep you fueled.
• Continuous Learning: Unlock your potential through Sentry University and take advantage of our tuition reimbursement program.
• Comprehensive Benefits: We support your whole self with group medical, dental, and vision insurance along with parental leave, pet insurance, caregiver leave, and wellness resources.
• Options for HSA, FSA, and Dependent Care FSA are available.
• Work-Life Balance: Enjoy your generous Paid Time Off allowance to rest and take advantage of paid Volunteer Time Off to support your community.
• Investing in Your Future: We’re committed to your long-term financial well-being. We offer a 100% company match on the first 8% you contribute to your 401(k) each pay period, and those funds vest immediately.
• Giving Back: Through the Sentry Foundation, we’re proud to support the United Way and make a difference in our communities.

Why Join Sentry?

At Sentry, we believe our people are the heart of our success. We’re proud to be recognized for the culture we’ve built, earning spots on Forbes’ lists for America’s Best Midsize Employers and Best Employers for New Grads, as well as Newsweek’s America’s Greatest Workplaces for Women and Diversity. These honors reflect our commitment to your professional satisfaction and growth.

Building on a Legacy

Our future is bright, but it’s anchored in a long history of stability. Since our founding in 1904, we’ve dedicated ourselves to helping businesses protect their futures. That trust has made us one of the largest and most financially stable mutual insurance companies in the U.S. We’re proud to have maintained an A+ rating from A.M. Best, the industry’s leading authority, for over 30 years.

Your Career, Our Community

Whether you’re working at our headquarters in Stevens Point, Wisconsin, or one of our many offices across the country, you’ll find a challenging and rewarding environment. Explore the Our Teams tab on our Career Page to see the diverse career paths we offer, with a focus on ongoing development and professional growth.

Equal Employment Opportunity

Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation. Our associates are the most important part of our company. We became one of the most financially strong mutual insurance companies in the U.S. by striving to provide the best possible service to our business customers. We do this by having conversations, forming relationships, and getting to know the people we work with and their businesses. We make that same commitment to our associates.

When you join Sentry, we don’t just want you to perform tasks each day. We want you to enjoy your time with us. You’re in the driver’s seat of your career path here—sharing feedback, creating goals, accessing professional development resources, and identifying how you can contribute to both your success and the success of the company. Yes, we work hard. But we work with the purpose of helping others, and with the understanding that there’s more to life than work. We invite you to learn more about us. You’ll find we’re much more than insurance.

Amelia Sacco [e-mail]