Service Specialist

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

Join Our Team

In 2025, USA Today recognized Primerica as a Top Workplace USA for the fifth year in a row, and Newsweek named Primerica one of America’s Greatest Workplaces for Diversity for the second consecutive year. In 2024, the Atlanta Journal-Constitution named Primerica as a Top Workplace for the eleventh consecutive year, and Forbes recognized Primerica as one of America’s Best Employers for Women for the fifth year in a row. In addition, for the tenth time Primerica has been voted a Best Employer by Gwinnett Magazine. Primerica is a great place to work! Join our team to experience what it’s like to work at “one of the best places to work in the metro Atlanta”.

About this Position

The Senior Service Specialist is responsible for providing advanced customer service support, resolving complex customer issues, and serving as a subject matter expert for service processes and procedures. This role supports team performance through coaching, training, and guidance while ensuring a high level of customer satisfaction and operational excellence.

This role is hybrid in Duluth, Georgia.
This role is not eligible for sponsorship now or in the future.

Responsibilities & Qualifications

• 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.

FLSA status:
This position is exempt (not eligible for overtime pay):

No

Our Benefits:

• Day one health, dental, and vision insurance

• 401(k) Plan with competitive employer match

• Vacation, sick, holiday and volunteer time off

• Life and disability insurance

• Flexible Spending Account & Health Savings Account

• Professional development

• Tuition reimbursement

• Company-sponsored social and philanthropy events

It has been and will continue to be the policy of Primerica, Inc., and its subsidiaries to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, sex, color, religious creed, religion, national origin, citizenship status, age, disability, pregnancy, ancestry, military service or veteran status, genetic or carrier status, marital status, sexual orientation, or any classification protected by applicable federal, state or local laws.

At Primerica, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.