Senior Customer Service Specialist

Senior Customer Service Specialist

HeadQuarters CGS - Austin, TX 78717

Overview

Salary Range $24.00 - $30.00 Hourly Position Type Full Time

Description

Senior Customer Service Specialist (Full Time, Hourly, Non-Exempt)

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, a culture of learning, and a fast-paced environment. This is a hybrid position with 3 days in-office. Join our team to help make a difference in the lives of others!

In addition to the posted base salary range, this role includes eligibility for an annual bonus based on individual and company performance. Total compensation will be determined based on the individual's qualifications, including education and relevant industry and work experience.

About Continental General:

The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 200,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

Position Overview:

We are looking for a full-time Senior Customer Service Specialist to answer and respond to inbound telephone inquiries from policyholders or their representatives, and to provide a commitment to exceptional customer service relating to their insurance policy inquiries.

This position will also be responsible for reviewing and entering policy update/changes and financial transactions as well.

Responsibilities:

• Actively seeks information to understand customer's circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries / issues.
• Shares and / or conveys routine and non-routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.
• Maintains, updates and monitors customer account information.
• Interacts with customers to provide information in response to routine and non-routine inquiries (telephone, email, mail, etc.) about products or services.
• Resolves moderately complex to complex incoming customer requests.
• Maintains product knowledge to confirm and discuss moderately complex information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent.
• Researches and resolves moderately complex to complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues.
• Responds to correspondence, complaints and information requests via telephone, e-mail, fax or regular mail.
• Utilizes computerized system for tracking, documenting questions / responses, information gathering and / or troubleshooting.
• Responsible for the processing of moderately complex to complex transactions on customers' accounts. Transaction processing may be specified by authority / guidelines.
• Applies knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines.
• Perform other duties as assigned.

Qualifications

Qualifications:

• High school diploma or equivalent.
• 2+ years of call center customer service experience.
• Insurance industry background is preferred.
• Ability to meet deadlines and to manage multiple priorities
• Strong verbal and written communication skills
• A calm, friendly, and professional demeanor—especially during difficult conversations
• Quick learning ability and adaptability to change
• Excellent organizational and multitasking skills, with great attention to detail
• Confidence working independently and collaboratively
• Proficiency with Microsoft Office and a Windows-based environment
• Commitment to punctuality, reliability, and phone availability

Why Join Us?

• Opportunity to join an investment accounting function in a dynamic and growing insurance company.
• Competitive salary and benefits, including 401(k), health insurance, and performance-based bonuses.
• Collaborative and fast-paced work environment.
• Professional development and growth opportunities within the finance and investment space.

Benefits:

• Competitive Salary & Target Bonus Program
• Retirement Savings – 401(k) with a company match
• Comprehensive Medical insurance through BlueCross BlueShield of Texas. Company-paid dental, vision, short-term & long-term disability, and life insurance.
• Work-Life Balance – This role offers 20 days of PTO, 10 paid holidays, and paid volunteer time off.
• Flexible Work Options & Perks – Hybrid opportunity, wellness programs, and weekly paid lunch for onsite staff.
• Health Savings Accounts (HSA) & Flexible Spending Accounts (FSAs) – Includes a company match for HSAs.