Customer Escalation Agent

Corestream is seeking a Customer Escalation Agent The Customer Escalation Agent is responsible for ensuring that all customer requests and requirements are met and responded to professionally and in a timely manner. This position assures that customers receive efficient and courteous service by administering, coordinating, and controlling specific customer programs and processes. Prior experience in the voluntary benefits industry will be a desired asset and will afford you the ability to identify the needs of your assigned accounts and provide better overall service to them. If this sounds like you, read on…

Your Mission

• Answer customer inquiries with a high degree of accuracy, efficiency, and courtesy.
• Establish and maintain good relations with customers by providing courteous, efficient, and professional services
• Display a positive attitude to ensure customer satisfaction
• Follow quality system procedures and processes.
• Recognize, research, isolate and resolve customer inquiries.
• Type and enter information into a database while a customer is speaking 
• Provide clear, concise ticket documentation
• Review and update information in our internal data system
• Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers
• Set proper expectations when call cannot be handled immediately and follow through to its completion

Recipe for Success

• 2+ years’ experience working in Customer Service
• High school diploma
• Good written and verbal communication skills
• Excellent telephone skills: position communicates with many individuals, both internally and externally.
• Ability to form strong personal relationships
• Must work well in a team environment 
• Must have effective problem-solving skills, exceptional organizational and multitasking abilities.
• Excellent decision-making skills and ability to perform complicated tasks, attention to detail.
• Excellent Computer Skills
• Basic knowledge of Microsoft applications, especially Word and Excel.  

Cherries on Top

• Call Center experience
• Experience with voluntary benefits (e.g. critical illness, accident insurance, hospital indemnity, legal plans, pet insurance, student loan refinancing, auto & home, etc.)
• 20-44 Personal Lines and/or 2-15 Life, Health and Variable Annuity License 

Corestream is a fast-growing, cutting-edge financial and benefits technology company. We are an industry leader in the delivery of Voluntary Benefits; our proprietary software is the engine for large, Fortune-500 companies to easily and cost-effectively offer unlimited Voluntary Benefits to its employees through payroll deduction.  We have a driven, flexible, and fun team and offer competitive compensation and benefit packages. Although we are over ten years old, we still have a “start-up” culture and when we are in the office we have a casual dress code, weekly yoga, free snacks and beverages, and Friday lunches are on the house.  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.