Customer Service Specialist

Are you passionate about helping others and delivering an exceptional customer experience? We are seeking a Customer Service Specialist to provide outstanding support to clientele and professional subject matter experts. This direct hire opportunity offers long-term career growth, a flexible hybrid work schedule, and a collaborative team environment. Ideal candidates are strong communicators who enjoy problem-solving, thrive in a fast-paced setting, and are committed to providing empathetic, professional service while helping individuals understand and utilize valuable legal benefits. Apply today!

Work Model:

• Hybrid

What You Will Do:

• Provide outstanding customer support to plan members and professional partners through high-volume inbound phone interactions
• Guide customers in navigating online portals, digital tools, and self-service resources
• Assist with enrollment, eligibility verification, and benefit-related inquiries while explaining plan value and options
• Clarify coverage details, claims information, and plan provisions in an easy-to-understand manner
• Review customer situations to determine eligibility and appropriate coverage based on plan guidelines
• Address customer concerns and complaints promptly while maintaining a positive customer experience
• Demonstrate active listening, empathy, and strong communication skills to identify customer needs and expectations
• Research and resolve complex issues by providing effective solutions and connecting customers with appropriate resources
• Ensure compliance with quality assurance standards and consistently meet departmental performance goals
• Manage difficult conversations, de-escalate challenging situations, and represent the organization with professionalism and integrity

What You Will Need to Be Successful:

• High school diploma or equivalent and 1+ year of office or retail experience
• Strong commitment to delivering an exceptional customer experience
• Ability to manage a high-volume call environment with 50+ calls daily
• Excellent active listening, verbal communication, and professional phone presence
• Strong grammar, spelling, and written communication skills
• Proficiency with Microsoft Office and general computer applications
• Ability to multitask, stay organized, and solve problems in a fast-paced environment
• Professional, positive, team-oriented demeanor with experience de-escalating difficult customer interactions and maintaining composure under pressure

Benefits Overview:

• Health, dental, and vision insurance
• Life and long term disability insurance
• 401k
• PTO

Interested and qualified candidates can contact Palmer Group at (515) 225-7000 or email resumes@thepalmergroup.com.