Senior Customer Service Representative – Empowering Families through Compassionate Support

Are you passionate about delivering exceptional customer service and making a meaningful impact in people's lives? Do you thrive in a dynamic, fast-paced environment where no two days are the same? Look no further! blithequark is seeking a highly skilled and empatheticSenior Customer Service Representative to join our Policyholder Services and Long Term Care Claims teams. About blithequarkAt blithequark, we empower families to navigate the aging journey with confidence. We are a compassionate, experienced ally for those navigating care with guidance, products, and services that meet families where they are.Our team is comprised of spouses, children, siblings, friends, and neighbors of those who need care, bringing their experiences and perspectives to work every day. We value all perspectives, characteristics, and experiences, creating a sense of belonging for all associates. Our four values guide our strategy, decisions, and interactions: Make it human, Make it about others, Make it happen, and Make it better. Job SummaryAs aSenior Customer Service Representative, you will be the voice of blithequark, delivering exceptional customer service to our policyholders and their representatives.You will be responsible for answering inbound calls, processing transactions, and providing timely and accurate information to meet customers' needs. You will work in a front-line, customer-interactive position, collaborating effectively with peers in a team atmosphere. Your role will impact the millions of customers who trust us with their insurance, making a difference in people's lives every day. Responsibilities* Service customer inquiries via incoming phone calls and written correspondence* Process transactions to meet customer needs, including address changes, stop payments, and related correspondence* Initiate daily contact with internal and external customers, working to simplify and educate customers on product features and related processes* Diffuse escalated situations through analyzing, partnering, and resolving complex customer issues* Review, analyze, and process written requests and documentation* Update and ensure integrity of customer accounts, including call follow-up, documentation, and work item managementRequirements* High school diploma or military experience* Excel at customer service (minimum 1 year experience, preferably in a call-center environment, and/or the completion of the National Retail Federation's Certification in Customer Service & Sales)* Proficient with bolthires Office applications (e.g., Outlook, Excel, Word, and Teams)* Professional and empathetic demeanor in all interactions, particularly with respect to treating and caring for customers with strong emphasis on the elderly population* Ability to handle various tasks and assignments with multiple deadlines and work in a fast-paced environment* Strong critical thinking, problem-solving, conflict resolution, and collaboration skills* Ability to communicate (written and verbal) benefits and options of various insurance products and diffuse difficult situations* Flexibility to accommodate increased seasonal volume, adjustments to work schedules to meet our customers' needs, and changes to processes to meet our business needs* Bachelor's or Associate degree preferred* Previous experience in the insurance industry preferred* Previous experience with HIPAA requirements preferredTraining and Development* Spend the first several months of employment in virtual "classroom" training before beginning to phase into job responsibilities* Must be on camera, actively participate in training, and successfully complete all training requirements* High-speed internet (50 mbps) and a distraction-free area required when working remotelyEmployee Benefits & Well-being* CompetitiveCompensation & Total Rewards* Incentives* Comprehensive Healthcare Coverage* Multiple 401(k) Savings Plan Options* Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)* Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave* Disability, Life, and Long Term Care Insurance* Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support* Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)* Caregiver and Mental Health Support ServicesCompensation* The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400* In addition to your base salary, you will also be eligible to participate in an incentive plan* The incentive plan is based on performance, and the bolthires earning opportunity is 5% of your base compensationWhy Join blithequark?* We are committed to creating a work environment that fosters inclusion, excellence, improvement, and connection* We know each employee contributes in their own unique way and are dedicated to supporting every one of them to help them reach their full potential* We are proud to be an equal opportunity employer and all hiring decisions are based on merit, qualifications, and business need* We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristicsIf you are a customer service professional with a passion for making a difference in people's lives, we encourage you to apply for this exciting opportunity.Please through our website, and of compassionate and experienced allies who are dedicated to empowering families to navigate the aging journey with confidence.