Service Representative

Modern Woodmen of America; Rock Island (IL); Hybrid; USD 23,419 - 33,062; Full time

Benefits offered by this job

Hybrid work model

On-site café

Vacation & holidays

Professional growth

Job summary

Modern Woodmen of America seeks a Service Center Representative to assist members, field staff, and fraternal leaders. You will provide accurate guidance on products and services, document inquiries, and resolve routine requests in a fast-paced environment.

The role specifies a 37.5 hour work week with a hybrid in-office schedule in Rock Island, IL. Requires a high school diploma and strong verbal/written communication skills, plus a willingness to learn and adapt to digital services.

Qualifications

• High school diploma required and proficiency with standard office technology.
• Strong verbal and written communication; ability to multi-task and manage time effectively.
• Willingness to learn digital services, website support, and troubleshoot customer issues.

Responsibilities

• Receive incoming interactions, analyze requests, and respond through various channels.
• Document details of each inquiry in a digital system.
• Respond in a pleasant, helpful manner and route calls as needed.
• Process routine member change requests.
• Participate in training programs and assist in topic training.

Skills

Verbal communication

Written communication

Multi-tasking

Time management

Customer service

Education

High school Diploma

Tools

Microsoft Office

CRM systems

Help desk software

Job description

As a Service Center Representative at Modern Woodmen of America, you will serve as a trusted resource for our members, field representatives, regional offices, fraternal leaders, and other key stakeholders. In this role, you will provide accurate, timely guidance on Modern Woodmen products, services, and fraternal benefits while delivering exceptional customer support. Your expertise and commitment to service will help foster positive relationships and ensure every interaction reflects our mission of supporting members and strengthening communities.

Modern Woodmen of America is one of the nation’s largest fraternal benefit societies, with over $18 billion assets. Fraternals are unique membership organizations that pair the “member-owned” characteristic of a mutual insurance company with the “social mission” characteristic of a service organization. They unite individuals with common bonds, provide a variety of life insurance and investment products, and form one of the nation’s most effective volunteer networks.

Responsibilities:

• Receive incoming interactions, analyze the requests, determine appropriate sources of information, and respond to inquiries using a variety of communication channels.
• Document details of each inquiry on a digital system.
• Respond to inquiries in a pleasant and helpful manner, referring calls to production areas as determined by the Service Center training.
• Process routine member change requests.
• Participate in training and educational programs, including programs designed to monitor inquiries for the purpose of improving service.
• Assist in the basic training on select topics.
• Have working knowledge of Modern Woodmen products, systems, and procedures.
• Have general knowledge of home office departments and their functions and stay abreast of publications, advertising campaigns, and member mailings.

What we need:

• High school Diploma required.
• Advanced office technology proficiency.
• Team members with the desire to help and serve others. This is demonstrated through careful consideration, thoughtful communication and owning problem resolution.
• We offer services in a variety of ways; we need individuals who are curious, willing, and able to offer support to others for digital services including website support and troubleshooting.
• Successful candidates demonstrate excellent verbal and written communication skills, can multi-task, manage time efficiently, navigate a variety of unique computer systems and applications, solve problems, and work effectively in a fast-paced environment.
• Candidates should have a willingness to embrace change and a strong desire to continuously learn and improve.

What we offer:

• Pay: The hourly pay for this position is $20.50. The specific rate will depend on the successful candidate’s qualifications and prior experience. Applicants must be legally authorized to work in the United States without the need for current or future employment-based sponsorship. We are unable to sponsor or take over sponsorship of employment visas at this time, nor can we guarantee future sponsorship.
• Work Arrangement: This is a full-time, hourly position, 37.5 hours per week (7.5 hours per day), Monday- Friday, with flexible start time between 7 a.m.-9 a.m. Hybrid positions work at least four days in office each week. Employees beginning to work in a new hybrid role will be expected to work on-site (five days a week) during the initial training period which may be up to one year. Hybrid work arrangements are subject to change at any time based on business needs.
• Stability: Modern Woodmen has been Modern Since 1883® and exists for our members. We make long-term decisions that provide stability for our employees, financial representatives, and members.
• Respect for personal time: We offer vacation, sick leave and 11 paid holidays. We value your time outside of work and offer careers that blend work and life well.
• Professional growth: Benefit from our commitment to employee development which includes educational offerings to enhance your knowledge of our industry.
• Great culture: We build strong working relationships across our organization through collaborative work and volunteer opportunities.
• A beautiful office: Enjoy a beautiful view! Our home office, located in downtown Rock Island, IL, has a lovely plaza overlooking the Mississippi River.
• On-site Café: Our employees can purchase a variety of breakfast, lunch, and beverage options at Café 1883.
• A thriving local community: Not from the Quad Cities and hesitant to consider relocation? Give it some thought. The Quad Cities offers an idyllic Midwestern lifestyle along the mighty Mississippi and consistently ranks at the top of the list for quality of life and cost of living. It is home to more than our share of artists, festivals, and fun in every season.
• Exceptional benefits: Our comprehensive benefits package is designed to support your health and financial well-being. Benefits include:
  • Company-paid retirement plan
  • Matching 401(k) plan
  • Employee Impact Bonus
  • Medical, Dental and Prescription Drug Insurance. We pay 100% of employees’ health insurance premiums and 50% of employee dependents’ premiums.
  • Group term life insurance.
  • Long-term and short-term disability.
  • Voluntary benefits: vision, flexible savings accounts (FSA), accident insurance

Modern Woodmen is an equal opportunity employer. Modern Woodmen is committed to providing a respectful environment where each person’s diverse opinions, attitudes, attributes, and feelings are respected.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.