Senior Customer Service Representative

Customer Service Representative

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

Responsibilities:

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.

Requirements:

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.

Preferred Skills:

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.