Customer Solutions Specialist (Hybrid / In Office 10 days/Month)

NGL Insurance; Madison (WI); Hybrid; USD 21,000 - 30,000; Full time

Benefits offered by this job

Hybrid schedule

Job summary

NGL Insurance is seeking a Customer Solutions Specialist I in Madison, WI. This hybrid role combines in-office presence with remote work and focuses on phone and written customer support to strengthen retention and service quality.

The position emphasizes professional communication, process knowledge across product lines, and teamwork in a supportive culture. Training will occur under general supervision.

Qualifications

• High School or GED required.
• LOMA 280 and 290 with ACS goal preferred.
• Wisconsin Preneed Certification preferred.
• 1–2 years of customer service or call center experience preferred.

Responsibilities

• Delivers high-quality phone communication with callers, using critical thinking to find solutions.
• Writes clear notes and instructions on each call.
• Composes emails and letters for external customers needing documentation.
• Seeks support when needed for escalated situations.
• Uses systems to locate information for each call.

Skills

Phone support

Written communication

Customer service

Problem solving

Teamwork

Detail oriented

Multitasking

Empathy

Education

High School or GED

Wisconsin Preneed Certification

LOMA 280 and 290 with ACS goal

Tools

NGL Systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Solutions Specialist (Hybrid / In Office 10 days/Month)

PN Service FT Non-Exempt with Benefits full-time Mid Clerical 23-24 Madison, WI, US

Position Summary

This position provides an opportunity to demonstrate an excellent level of professional customer support to all internal and external customers via phone and written communication. The Customer Solutions Specialist I is responsible for phone support, submitting service requests and written communication according to procedures, and focusing on customer retention by providing a high level of friendly, compassionate, professional and responsive communication. A thorough understanding of processes and procedures across various product lines, and an ability to achieve consistent performance metrics is required. It is also just as important to contribute to and maintain a positive, healthy, team-oriented culture. Work is performed under general supervision.

Responsibilities

• Delivers high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions
• Skilled in writing clear and detailed notes and instructions on each call
• Effectively writes emails, letters, and other forms of written communication with external customers needing documentation or letters
• Leverages resources and reaches out to others when needing support or assistance with escalated situations
• Utilizes various systems to locate applicable information and details for each call
• Accountable for personal growth and performance metrics
• Contributes in a supportive and positive manner with coworkers
• Works across the team to ensure coverage with incoming calls and written communication
• Completes assigned processing work, projects, tasks, and/or milestones by agreed upon due date
• Suggests solutions that meet the immediate and potential future needs and requests of our external and internal customers

Qualifications

Knowledge, Skills, and Abilities

• Strong oral and written communication skills that convey confidence, professionalism and empathy
• Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures
• General computer knowledge with the ability to learn NGL Systems
• Basic typing skills
• Good analytical and critical thinking skills
• Ability to work in a team environment
• Detail oriented and organized
• Ability to gather, analyze, and record information skillfully
• Ability to complete tasks while talking

Education Requirements

Min/Preferred

Description

Minimum

High School or GED

Preferred

Other

Preferred

Other

LOMA 280 and 290 with ACS goal

Years of Experience

Description

0

One to two years of customer service, call center experience preferred

Position Summary

This position provides an opportunity to demonstrate an excellent level of professional customer support to all internal and external customers via phone and written communication. The Customer Solutions Specialist I is responsible for phone support, submitting service requests and written communication according to procedures, and focusing on customer retention by providing a high level of friendly, compassionate, professional and responsive communication. A thorough understanding of processes and procedures across various product lines, and an ability to achieve consistent performance metrics is required. It is also just as important to contribute to and maintain a positive, healthy, team-oriented culture. Work is performed under general supervision.

Responsibilities

• Delivers high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions

• Skilled in writing clear and detailed notes and instructions on each call

• Effectively writes emails, letters, and other forms of written communication with external customers needing documentation or letters

• Leverages resources and reaches out to others when needing support or assistance with escalated situations

• Utilizes various systems to locate applicable information and details for each call

• Accountable for personal growth and performance metrics

• Contributes in a supportive and positive manner with coworkers

• Works across the team to ensure coverage with incoming calls and written communication

• Completes assigned processing work, projects, tasks, and/or milestones by agreed upon due date

• Suggests solutions that meet the immediate and potential future needs and requests of our external and internal customers

Qualifications

Knowledge, Skills, and Abilities

• Strong oral and written communication skills that convey confidence, professionalism and empathy

• Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures

• General computer knowledge with the ability to learn NGL Systems

• Basic typing skills

• Good analytical and critical thinking skills

• Ability to work in a team environment

• Detail oriented and organized

• Ability to gather, analyze, and record information skillfully

• Ability to complete tasks while talking

Education Requirements

Min/Preferred

Education Level

Description

Minimum

High School or GED

Preferred

Other

Wisconsin Preneed Certification

Preferred

Other

LOMA 280 and 290 with ACS goal

Years of Experience

Minimum Years

Description

0

One to two years of customer service, call center experience preferred

Hours: 8:30a-5p
Hybrid schedule: 10 days per month in office