Customer Service Representative

At Sentry, our priority is providing exceptional customer service and we currently have an opening for you to join this exciting team. This is a great opportunity to start or grow your career in a fun, team-focused environment, while facing new challenges to develop professionally. We’re looking for qualified candidates who will thrive on the front lines by providing stellar service to our customers over the phone. Bring your strong critical thinking skills and a “can do” attitude to this fast-paced position.

Take the customer service skills you have acquired over the years to the next level or make a change and start down your new career path today with our growing team of Service Professionals at one of the largest mutual insurance companies in the U.S!

**New Hires coming to us will receive a $1000 Sign-on Bonus: $1500 Sign-On Bonus for Bilingual **

What You’ll Do 

As a member of Sentry’s Customer Service team, you will be the first phone contact with our customers. In addition, you will:

• Ensures a quality, timely, customer experience for our insureds and customers by communicating clear expectations in an empathetic manner with a goal to reduce conflict and produce a seamless customer experience.  

• Ability to work under pressure by managing a high volume of customer telephone calls while providing an array of services requested by our customer.  This includes providing claim detail information, directions on next steps, routing/transferring calls, and documenting information provided by our customers.

• Must be comfortable navigating multiple systems and technologies to provide and gather information and accurately resolve service situations in support of insureds and customers.

• Records and files provided information from each call and/or electronic request in the appropriate system application.  This may include loss information, received documentation, payment processing, policy changes with customers, etc.

• Researches and identifies contact center problems and issues using standard procedures. May assist with handling issues and communicating updates to peers and management. Escalates more complex issues as needed.

• Reports trends, issues and feedback learned from customer interactions to support continuous improvement.

• Performs other job-related duties as assigned from time to time.

  

What it Takes

Eligible candidates will need to meet the following criteria:

•  High school diploma

• Proficiency in Spanish preferred, but not required

• Good human relations skills to work effectively and professionally with customer’s issues or questions.

• Knowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and Word.

• Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position.

• Ability to meet or exceed attendance requirements, providing reliable and predictable attendance. Hours for this job include nights, weekends, holidays.

• Possesses basic critical thinking, creativity, and problem-solving skills to provide positive resolution 

  

What You'll Receive:

At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you’ll receive.

• Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday in office.

  • As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office. 

• Meal Subsidy available for associates who report to an office:

  • Offices with a cafeteria, $5.00 daily stipend

  • Offices without a cafeteria, $15.00 weekly stipend

• 401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.

• Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program

• Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off

• Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.

• Well-being and Employee Assistance programs

• Sentry Foundation gift matching program to encourage charitable giving.

About Sentry

We take great pride in making Forbes’ list of Ame