Senior Service Specialist: Expert Support & Training (Hybrid)

Primerica; Duluth (GA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Day one health coverage

401(k) Plan with match

Vacation, sick, holiday time off

Life and disability insurance

FSAs/HSAs

Professional development

Tuition reimbursement

Company-sponsored events

Job summary

Primerica in Duluth, Georgia is seeking a Senior Service Specialist to deliver advanced customer service, resolve complex issues, and act as a subject matter expert for service processes. The role emphasizes coaching, training, and driving customer satisfaction and operational excellence.

The position is hybrid in Duluth, GA and excludes visa sponsorship now or in the future; you will collaborate with internal teams, support performance goals, and contribute to process improvements and

Responsibilities

• Handle escalated agent inquiries and resolve complex service issues in a timely and professional manner.
• Serve as a subject matter expert for policies, procedures, systems, and service processes.
• Provide support, coaching, and guidance to team members on customer service best practices.
• Review customer transactions and service requests for accuracy and compliance.
• Identify process improvement opportunities and recommend solutions to enhance efficiency and customer experience.
• Collaborate with internal departments to resolve agent concerns and facilitate issue resolution.
• Assist with training new employees and providing ongoing development support.
• Contribute to meeting departmental performance goals.
• Maintain accurate customer records and documentation.
• Support management with special projects, reporting, and operational initiatives.

Job description

Primerica in Duluth, Georgia is seeking a Senior Service Specialist to deliver advanced customer service, resolve complex issues, and act as a subject matter expert for service processes. The role emphasizes coaching, training, and driving customer satisfaction and operational excellence.

The position is hybrid in Duluth, GA and excludes visa sponsorship now or in the future; you will collaborate with internal teams, support performance goals, and contribute to process improvements and