Senior Customer Service Representative

Job Description

Job Description

Summary:

• Start Date: 11/16/2026
• Location: Remote, but must be located within 50 miles of Cary, NC; Oriskany, NY; Warwick, RI; Tampa, FL; Phoenix, AZ; Fort Worth, TX; Omaha, NE

• Serve as the primary point of contact for customers across phone and digital channels, resolving complex policy, coverage, billing, and service inquiries end-to-end with professionalism and care.
• Apply established guidelines and approved exception processes to resolve non-routine issues, including complex and sensitive customer situations.
• Utilize AI-powered tools that provide guided workflows, suggest next steps, and support summarization of customer interactions to provide accuracy and efficiency in resolving customer needs.
• Review and validate AI-generated call summaries and case notes before final submission, ensuring accuracy and alignment with policy, procedure, and customer intent.
• Maintain accurate, complete, and timely documentation of customer interactions in accordance with recordkeeping, privacy, and regulatory requirements.
• Identify issues requiring escalation and coordinate with internal partners, supervisors, or specialist teams to achieve resolution.
• Provide input on recurring issues, knowledge gaps, or process improvement opportunities through established feedback mechanisms.
• Participate in required training and ongoing skill development related to products, processes, systems, and AI-enabled tools.

• Minimum 1 year of customer service experience in a customer-facing role (e.g., call center, healthcare, financial services, or similar).
• Experience resolving complex customer issues across multiple systems (e.g., CRM platforms, knowledge bases, or customer communication systems).
• Ability to apply judgment in non-routine situations while working within defined guidelines and compliance requirements.
• Strong verbal and written communication skills with the ability to interpret and explain information clearly to customers.
• Ability to work scheduled shifts within operating hours of 7:00 AM – 10:00 PM CT / 8:00 AM – 11:00 PM ET, Monday through Friday, with advance notice of schedules provided and some flexibility required for overtime and shift changes based on business needs.
• High school diploma or equivalent.

• Minimum 2 years of experience in insurance, financial services, healthcare, or another regulated industry.
• Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows.
• Experience handling escalations, complaints, or sensitive customer situations.
• Familiarity with authentication, data protection, and compliance standards in a regulated environment.