Note: The job is a remote job and is open to candidates in USA. Tailored Management is seeking a Senior Customer Service Representative to support customers with insurance and benefits-related questions. The role provides phone and digital support, resolves complex concerns, documents interactions accurately, protects confidential information, and uses AI-powered tools while following established procedures and compliance requirements.
Responsibilities
- Handle customer inquiries through phone and digital channels, including policy, coverage, billing, and service-related questions
- Research and resolve complex customer concerns while following established guidelines and procedures
- Use AI-powered tools to support workflows, identify next steps, and summarize customer interactions
- Review AI-generated call summaries and case notes for accuracy before submission
- Maintain accurate and timely documentation of customer interactions while following privacy and regulatory requirements
- Identify issues requiring escalation and coordinate with supervisors, internal teams, or specialists to reach resolution
- Provide feedback on recurring customer issues, knowledge gaps, and opportunities for process improvement
- Participate in required training and ongoing development related to products, systems, processes, and AI-enabled tools
Skills
- * At least 1 year of customer service experience in a customer-facing role, such as call center, healthcare, financial services, or a similar environment
- * Experience resolving customer issues using multiple systems, such as CRM platforms and knowledge bases
- * Ability to handle non-routine situations while following established guidelines and compliance requirements
- * Strong verbal and written communication skills with the ability to clearly explain information to customers
- * Ability to work scheduled shifts between **8:00 AM and 11:00 PM ET, Monday through Friday**, with some flexibility for overtime or schedule changes based on business needs
- * High school diploma or equivalent
- * 2+ years of experience in insurance, healthcare, financial services, or another regulated industry
- * Experience with AI-assisted customer service tools, automated call summaries, or guided workflows
- * Experience handling escalations, complaints, or sensitive customer situations
- * Familiarity with customer authentication, data protection, privacy, and compliance requirements
Benefits
- Weekly Pay
- Health, Dental & Vision Insurance Available
- Paid training
- AI-powered tools will be provided to help you succeed in the role
- Remote work
Company Overview
Company H1B Sponsorship