Empathetic Inbound Support Specialist

Sun Life; Milwaukee (WI); Hybrid; USD 38,000 - 51,000; Full time

Job summary

Sun Life U.S. is seeking Contact Center Representatives to handle inbound calls for multiple client companies, resolving basic inquiries such as Leaves of Absence and Disability, with escalation as needed.

The role operates in a hybrid model with in-office presence at least 2 days per week, hours 11:30am to 8:00pm EST, Monday through Friday, and offers base salary between $37,900 and $51,200 plus discretionary incentive.

Qualifications

• Client focused mindset with an empathetic approach.
• Confidence to handle escalated calls and deliver exceptional service.
• Ability to thrive in a fast-paced environment.
• Ability to multi-task across various technology platforms.
• Desire to work collaboratively with a diverse range of people.
• Prior customer service or contact center experience.

Responsibilities

• Drive timely resolution of various call types, creating a positive client experience.
• Document calls in a clear and concise manner.
• Engage other departments, when needed, to address complex service issues.
• Maintain an understanding of the different clients, products, and department functions.

Skills

Customer service

Empathy

Multi-tasking

Communication

Teamwork / Collaboration

Escalation handling

Job description

Sun Life U.S. is seeking Contact Center Representatives to handle inbound calls for multiple client companies, resolving basic inquiries such as Leaves of Absence and Disability, with escalation as needed.

The role operates in a hybrid model with in-office presence at least 2 days per week, hours 11:30am to 8:00pm EST, Monday through Friday, and offers base salary between $37,900 and $51,200 plus discretionary incentive.