Customer Success Specialist

Job Description

Job Description

We are looking for a Customer Success Specialist to support policyholders and internal teams from our Omaha, Nebraska location within the insurance industry. This onsite opportunity is a Long-term Contract position and is ideal for someone who thrives in a fast-paced service environment, communicates with confidence, and takes pride in resolving customer concerns thoroughly. The person in this role will manage incoming inquiries, document interactions with accuracy, and collaborate across departments to deliver timely, high-quality support.

Responsibilities:

• Respond to customer inquiries by phone and email, using attentive listening and thoughtful questioning to understand concerns and provide complete, accurate information.

• Route complex issues to the appropriate teams and coordinate follow-up efforts to help ensure customer problems are resolved efficiently.

• Record customer details, service activity, and outcomes in company systems with a high level of accuracy while keeping files current and organized.

• Monitor response timelines and maintain reliable documentation that supports day-to-day service operations and management reporting needs.

• Partner with internal departments to address service challenges, support complaint resolution, and improve the overall customer experience.

• Identify recurring service gaps or workflow obstacles and share recommendations that help improve efficiency and service quality.

• Build working knowledge of insurance-related transactions, internal procedures, and service resources to strengthen support capabilities.

• Contribute to special projects and provide assistance to other teams when business needs require additional support. 

• At least 2 years of customer service, call center, or related support experience, with the ability to manage high volumes of customer interaction.
• Associate degree preferred; equivalent relevant experience in an office or service setting will also be considered.
• Strong verbal and written communication skills, including the ability to explain information clearly and respond appropriately to customers and colleagues.
• Comfortable working across multiple browser windows and software platforms while speaking with customers and entering information in real time.
• Proficiency with Microsoft Office applications and the ability to learn new internal or third-party systems quickly.
• Solid data entry, file management, and general office technology skills, with strong attention to detail and accuracy.
• Ability to interpret written instructions, follow established procedures, solve routine problems, and handle standardized service situations effectively.
• Spanish language skills are strongly preferred, and experience assisting with email correspondence and basic connectivity-related customer issues is a plus.