Service Specialist

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. #J-18808-Ljbffr Primerica