Customer Service Lead (Remote)

About The Role

Responsible for training and supporting CSR team as a subject matter expert in all product types and all transaction types. Assists managers with daily tasks and takes a leadership role responsible for reporting, scheduling, monitoring and managing service levels, handling escalated calls, in addition to other leadership activities. Creates, maintains and communicates procedures and process changes, identifying process improvement opportunities. Represents department on projects and initiatives.

What You’ll Do In This Role

• 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.).

What We Offer You

“If you want to invest in yourself and build a career, this is a great place to work. If you don’t want to put in the effort to learn the industry and become a student of the business (it takes real effort!), there are easier places to work.” Cris H. – AVP Internal Sales, Training and Development

“Symetra is inclusive of all employees regardless of their personal differences.” Darrell J. – Actuary III

“Symetra values learning. Symetra has so many resources – whether that is the Student of the Business courses, sponsorship of professional certifications, or just individual employees being so willing to teach and answer questions.” Felicia D. – Financial Reporting Lead Senior Analyst

Benefits And Perks

We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.

• Flexible full-time or hybrid telecommuting arrangements
• Plan for your future with our 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
• Give back to your community and double your impact through our company matching
• Want more details? Check out our Symetra Benefits Overview

Compensation

Hourly Salary Range: $-23.23 -$38.71 plus eligibility for annual bonus program

Who You Are

• 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 College degree or equivalent experience preferred

We empower inclusion.

At Symetra, we aspire to be the most inclusive insurance company in the country we’re building a place where every employee feels valued, respected, and has opportunities to contribute. Inclusion is about recognizing our assumptions, considering multiple perspectives, and removing barriers.

We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here.

Creating a world where more people have access to financial freedom.

Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we’re guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they’re buying, and we design products—and operate our company—to stand the test of time. We’re committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.

For More Information About Our Careers Visit

https://symetra.eightfold.ai/careers

Work Authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.