Customer Service Associate

Aston Carter•Lincoln, NE

2d•$20 - $25•Hybrid

About The Position

We are seeking a Customer Service Associate to provide prompt, professional support to members, internal teams, and external contacts. This role is responsible for handling a high volume of inquiries related to benefit and pension programs, as well as general organizational services. The ideal candidate is resourceful, detail-oriented, and committed to delivering high-quality service while meeting performance standards.

Requirements

High School Diploma or GED required
Minimum 1 year of customer service experience in a call center or benefits/insurance environment OR Associate’s degree with at least 6 months of relevant experience
Strong verbal and written communication skills with the ability to engage diverse audiences
Ability to quickly learn new systems, tools, and processes
Excellent organizational skills with the ability to manage multiple priorities
Strong problem-solving skills and ability to analyze issues and determine appropriate solutions
Ability to de-escalate challenging customer interactions professionally and effectively
Team-oriented with strong collaboration and follow-through
Comfortable working in a fast-paced, high-volume environment
Proficient in Microsoft Office (Excel, Word, Outlook, PowerPoint)
Strong attention to detail and sound judgment when escalating issues

Nice To Haves

Associate’s degree in Business or related field preferred

Responsibilities

Provide front-line phone support, addressing a wide range of questions and concerns with professionalism and efficiency
Assist with select specialized inquiries and route complex issues to appropriate teams
Maintain working knowledge of all contact center subject areas and adapt to call volume needs
Participate in training to stay up to date on programs, services, and organizational initiatives
Respond to member requests, troubleshoot issues, and provide effective resolutions
Accurately log and track calls, emails, and inquiries within internal systems, ensuring follow-through to resolution
Support multiple inbound phone lines, including main contact center and service-specific lines
Develop and maintain knowledge of group insurance and pension-related processes
Identify and escalate compliance or customer complaint issues as appropriate
Transfer calls to subject matter experts when necessary, ensuring proper documentation and context
Contribute to root cause analysis and continuous improvement efforts
Maintain confidentiality and adhere to data security and privacy standards
Support additional projects and responsibilities as assigned