Senior Customer Service Representative

Pay Rate: $20 per hour

Summary:

• Location: Warwick, RI for training and Nesting
• Start Date: 7/20/2026
• Work Mode: Transition to more of a work-from-home model after training
• 8:30am - 5:00pm Monday - Friday EST during training
• Post-training hours: 8:00am - 6:00pm EST, flexible shifts

Responsibilities:

• Communicate with customers via telephone using strong communication skills, active listening, and empathy.
• Drive solutions that best meet the customer’s needs.
• Analyze and resolve complex customer issues such as requests regarding various product aspects, policy provisions, claim status, and basic procedures.
• Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Support special product and/or service campaigns as needed, or as requested by the customer.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal, and high-quality service skills.

Requirements:

• Suggested 2 years of experience in Customer Service. Prior Call Center experience is highly preferred.
• Must live within one hour commute of Warwick, RI.
• Experience navigating multiple screens while delivering good customer experience.
• Strong computer/keyboard skills as well as analytical and problem-solving skills.
• Quickly grasps information and efficiently solves verbal challenges with strategic thinking.
• Communicates complex verbal and written concepts with ease.
• Able to work in a stationary position 75% of the time.
• Strong home internet connection is required. At least 50 Mbps internet speed. Must connect to the router/modem via a LAN cable.

Preferred Skills:

• High School diploma, GED, some college experience, trade, or professional certification.
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting, and marketing functions.
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style.