Service Specialist

Primerica

United States

Hybrid

USD 55,000 - 75,000

Full time

9 days ago

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Benefits offered by this job

Day one health, dental, and vision

401(k) Plan with employer match

Vacation, sick, holiday time off

Life and disability insurance

Flexible Spending Account & Health SAV

Professional development

Tuition reimbursement

Company-sponsored events

Job summary

Primerica in Duluth, Georgia is hiring a Senior Service Specialist to deliver advanced customer service, resolve complex issues, and act as a SME for service processes. The role emphasizes coaching and guiding teammates to maintain high satisfaction and operational excellence.

The position is hybrid in Duluth, GA and not eligible for sponsorship now or in the future, supporting a diverse and inclusive workplace with strong growth opportunities.

Qualifications

Provide advanced customer service support and resolve complex issues.
Coach and train team members on service processes.
Ensure high customer satisfaction and operational excellence.
Maintain accurate customer records and documentation.
Assist with special projects, reporting, and initiatives.

Responsibilities

Handle escalated agent inquiries and resolve complex service issues promptly.
Serve as SME 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 propose solutions.
Collaborate with internal departments to resolve agent concerns.
Assist with training new employees and ongoing development.
Contribute to meeting departmental performance goals.
Maintain accurate customer records and documentation.
Support management with special projects, reporting, and operational initiatives.

Skills

Customer service excellence

Coaching & Training

Process improvement

Documentation & records

Cross-functional collaboration

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

Equal Opportunity Employer

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.

Company Overview

Primerica is a leading provider of financial products and services to middle-income families in the U.S. and Canada. Since 1977, Primerica has helped millions of middle-income households protect their families and save for the future. We insure over 5.5 million lives and have approximately 3.0 million client investment accounts. Headquartered in metro Atlanta, Primerica is a Fortune 1000 company with over 2,800 employees located in the U.S. and Canada. Our employees are an integral part of achieving Primerica’s mission in creating more financially independent families and supporting over 151,000 licensed financial representatives across the U.S. and Canada. The Company’s competitive salaries, award-winning benefits packages, and employee recognition programs are just a few of the reasons the average employee tenure is 13 years.

Awards and Recognitions