Customer Experience Representative
On-siteOmaha, Nebraska, United States or Lincoln, Nebraska, United States
Job Summary
Serve as the initial point of contact for customers, managing inbound calls regarding underwriting, billing, policy changes, and corporate matters. Act as a problem-solver on the front lines by identifying root causes, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards. Apply sound judgment when assisting with underwriting activities, ensuring timely handling of exceptions and leveraging the policy management system to troubleshoot issues and identify trends. Prioritize daily tasks with attention to detail to ensure thorough resolution of inquiries while consistently meeting departmental KPIs and performance metrics.
Required Qualifications
- Bachelor's degree OR 1-2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders
- Creative problem-solving abilities
- Capacity to collaborate across departments
- Consider diverse perspectives in decision-making
- Excellent PC skills
- Must be able to lift 15 pounds at times
- Must be able to navigate various departments of the organization's physical premises
Desired Qualifications
- Bilingual (English-Spanish)
- Experience in inside sales, supply chain, or logistics roles involving client support and a solutions-focused approach
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