Job Description

Title: Customer Service Representative

Location: Franklin, WI

Type: Hybrid (3 days onsite per week)

Duration: ASAP - 12/28/2026

Schedule: 7:30 AM–4:00 PM, 8:00 AM–4:30 PM, or 8:30 AM–5:00 PM CST

Perks: Competitive Rates, Benefits, free daily lunch when onsite

Job Description:

We are seeking a detail-oriented and client-focused professional to join our service team. In this role, you will provide support to clients and field representatives—primarily through call center operations—by resolving issues related to the consumer website and mobile app. These issues may include login, registration, password resets, navigation, and general content questions.

You will play a key role in delivering an exceptional client experience by providing efficient, accurate solutions and building strong relationships with both clients and field representatives.

Key Responsibilities

• Assist clients and field representatives with website and mobile app inquiries, including login, registration, password, navigation, and content questions.
• Deliver a distinctive and efficient client experience while maintaining high service standards.
• Take ownership of calls, resolve issues effectively, and proactively address potential future concerns to minimize repeat calls.
• Serve as a trusted advocate for field representatives and collaborate to meet client needs.
• Educate clients and representatives on website features and self-service capabilities.
• Build professional relationships to enhance client loyalty and satisfaction.
• De-escalate service concerns with professionalism and empathy.
• Meet efficiency and quality standards while handling confidential information appropriately.
• Manage phone interactions and follow-up casework with accuracy and attention to detail.
• Work independently and as part of a team to identify process improvements and implement solutions.
• Research and evaluate possible solutions using available resources.
• Adhere to strict confidentiality and privacy standards.
• Embrace change and contribute to a culture of continuous improvement.
• Demonstrate flexibility in shifting priorities to meet business and client needs.
• Perform keyboarding and computer tasks accurately and efficiently.

About the Team

You’ll join a team of 25 service professionals dedicated to supporting clients and field representatives through call center operations. The team focuses on resolving issues related to the consumer website and mobile app, ensuring a seamless and positive experience for all users.