Senior Call Center Representative

Providing exceptional support remotely, the full-time Senior Call Center Representative will manage a high volume of inbound client inquiries, process customer profile changes, and ensure first call resolution while documenting interactions in the appropriate systems. Key responsibilities Research and resolve complex customer inquiries and escalations, ensuring a strong understanding of business rules and procedures Determine root causes of client issues and coordinate with internal departments for resolution Serve as a team resource and mentor for new hires, while participating in departmental projects Required qualifications High School Diploma or GED 4 - 6 years of related experience in a call center environment Strong understanding of business rules, products, and procedures Experience in managing client escalations and retaining clients at risk Ability to document customer interactions accurately in systems