Symetra · 7 hours ago
Customer Service Lead
United States
Full-time
Remote
Senior Level, Lead/Staff
$23.23/hr - $38.71/hr
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Responsibilities
Support department in achieving service levels.
Support CSRs by being available to answer questions.
Provides support and direction to CSR's in the absence of management.
Provides outstanding customer service on phones by being available to assist callers during periods of high call volume and handling escalated calls.
Responsible for development and delivery of training program for new CSRs and continued education of existing CSRs.
Creates and maintains procedures and communicates new/changing procedures and policies.
Responsible for department metrics reporting, scheduling, managing escalated transactions/requests.
Represent department on projects (new product, new partner, new systems, etc.).
Qualification
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Required
CSR skills, plus: skilled in training others, ability to handle customer escalation calls and escalation process.
Proven ability to support CSRs as a knowledge/technical resource.
Excellent conflict management skills and strong leadership and interpersonal skills.
Strength in written and verbal communications and inquiries.
Ability to fill in for Manager when not available.
High school diploma required
Preferred
College degree or equivalent experience preferred
Benefits
Flexible full-time or hybrid telecommuting arrangements
401(k) plan and take advantage of immediate vesting and company matching up to 6%
Paid time away including vacation and sick time, flex days and ten paid holidays
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Company
Symetra
Symetra is a financial service company that provides retirement, employee benefits, group life, and disability insurance.
Founded in 1957
1,001-5,000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2015-08-11Acquired· by Sumitomo Life Insurance Company ($3.8B)
2010-01-22IPO· nyse:SYA
2004-01-01Private Equity· Undisclosed
Leadership Team
David Goldstein
Senior Vice President, General Counsel and Secretary
M
Mike DiGioia
Vice President, Communications
Recent News
2024-04-24
Coverager - Insurance news and insights
2024-04-07
Business Wire
2024-04-02
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