Senior Customer Service Specialist

Beacon Hill; Schaumburg (IL); On-site; USD 33,062 - 35,817; Full time

Job summary

A payroll company in Schaumburg seeks a Senior Customer Service Representative for a three-month duration to handle customer calls, assist with renewals, and maintain client relationships. The ideal candidate should have experience in a call center and knowledge in insurance or healthcare services, along with excellent communication skills. This position offers a pay range of $24.00/hr to $26.00/hr.

Qualifications

• 2+ years of experience as a customer service representative in a call center environment.
• 2+ years in insurance, benefits, or healthcare-related services.
• Experience with digital platforms.

Responsibilities

• Handle inbound and outbound customer calls regarding employee benefits.
• Assist with renewals across business relationships.
• Act as a point of contact for assigned clients.
• Resolve complex customer issues and escalations.
• Track metrics related to client success KPIs.

Skills

Customer service in call center

Insurance or healthcare experience

MS Word proficiency

Excel proficiency

Excellent communication skills

Problem-solving skills

Education

High school diploma

Bachelor's degree preferred

Job description

Senior Customer Service Representative

A payroll company in Schaumburg is looking to hire a Senior Customer Service Representative to support the team during their busy season. This role is expected to last three months.

Pay Range

Base pay range: $24.00/hr - $26.00/hr

Duties and Responsibilities

• Handle inbound customer calls and make outbound customer calls to understand, verify, and correct employee/consumer benefits. Confirm coverages and look into billing inquiries, determining if and where issues exist, and correct them as necessary.
• Assist with processing renewals across business relationships.
• Act as a primary point of contact for assigned clients, building and maintaining strong relationships.
• Assist clients in navigating the system, best practices, and performing training sessions for platform users.
• Handle and resolve more complex customer issues and escalations, ensuring a high level of customer satisfaction.
• Participate in the continuous improvement of customer service processes and procedures, contributing to strategic planning and implementation.
• Track and report on specific metrics related to client success KPIs, such as customer satisfaction (CSAT) scores and retention rates.

Requirements

• 2+ years of serving as a customer service representative in a call center environment performing related duties.
• 2+ years of experience working in insurance, benefits, or healthcare-related services.
• High school diploma required; Bachelor's degree preferred.
• Must have experience working with MS Word, Excel, Outlook, and digital platforms.
• Excellent verbal and written communication skills.
• Strong independent decision-making, organizational, planning, and problem-solving skills.
• Must be able to multi-task and respond to inquiries quickly with a high level of accuracy.

Equal Opportunity

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Contact

We look forward to working with you. Beacon Hill.