Delivers high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions
Skilled in writing clear and detailed notes and instructions on each call
Effectively writes emails, letters, and other forms of written communication with external customers needing documentation or letters
Leverages resources and reaches out to others when needing support or assistance with escalated situations
Utilizes various systems to locate applicable information and details for each call
Accountable for personal growth and performance metrics
Contributes in a supportive and positive manner with coworkers
Works across the team to ensure coverage with incoming calls and written communication
Completes assigned processing work, projects, tasks, and/or milestones by agreed upon due date
Suggests solutions that meet the immediate and potential future needs and requests of our external and internal customers

Minimum: High School or GED
Preferred: Other Wisconsin Preneed Certification LOMA 280 and 290 with ACS goal
One to two years of customer service, call center experience preferred
Strong oral and written communication skills that convey confidence, professionalism and empathy
Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures
General computer knowledge with the ability to learn NGL Systems
Basic typing skills
Good analytical and critical thinking skills
Ability to work in a team environment
Detail oriented and organized
Ability to gather, analyze, and record information skillfully
Ability to complete tasks while talking

20 days of Paid Time Off growing to 25 days after 5 years
11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
Health care, dental and vision plans
Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
Annual bonus based on company performance
Paid Parental Leave
401(k) match up to 9%
Paid Sabbatical after 8 years
Paid Volunteer Time
Education Assistance Program
Employee Recognition Program
And much more!

Customer Solutions Specialist I

Key skills