Customer Service Rep - Senior

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

Requirements:

• • 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