Customer Service Coordinator
About The Position
The Customer Service Representative I is a dynamic contact-center role focused on handling inbound telephone and email requests from Knights of Columbus agents and members. Representatives address complex inquiries about insurance and annuity products, membership, and fraternal transactions in a high-volume, changing service environment. The role requires a professional, courteous, positive, enthusiastic, and empathetic approach, with emphasis on first-call resolution, fact-based responses, and limiting caller hold time. Colleagues develop working knowledge of position-specific operating systems, product offerings, Insurance Operations departments, and the Knights of Columbus’s role in the insurance industry. New colleagues work with a coach or supervisor to manage calls, determine when to escalate, document interactions effectively, and refer matters to partner business units when appropriate. Quality is assessed monthly through feedback on 10–15 specific calls. Productivity is expected to reach 50% within the first three months and full productivity by month six. Annual performance focuses on call production, quality assurance, schedule adherence, and teamwork, with monthly feedback and a midyear review. The position is remote-designated in the posting (#LI-Remote), although the stated wage range applies to work performed in Connecticut and may be adjusted for other locations. Authorization to work in the United States is required; visa sponsorship is not available.
Requirements
- Experience providing outstanding customer service by demonstrating expertise, fostering trust, and improving customer satisfaction.
- Effective conversational communication skills, including listening, empathy, and professionalism.
- Solid written communication skills.
- Ability to work and grow in a fast-paced, high-volume call-center environment.
- Willingness to learn new skills and adapt quickly to change.
- Openness to feedback to support performance and development.
- Solid computer and multitasking skills.
- High school diploma or equivalent.
- Authorization to work in the United States.
Nice To Haves
- Ability to speak Canadian French or Spanish.
- College degree or currently pursuing a college degree.
Responsibilities
- Greet callers positively and professionally and verify security information, including agent ID, Social Security number, date of birth, address, and phone number.
- Engage callers, ask probing questions to determine the reason for the call, use KofC administrative systems to find relevant information, and provide appropriate responses.
- Answer general and detailed questions from policyholders and the field force about life insurance, ownership rights, cash values, accounting and taxation, tax-sheltered and non-tax-sheltered annuities, SPIAs, settlement options, and fraternal rules, within applicable guidelines.
- Follow procedures for releasing policyholder information and determine when customers or field force members need Home Office assistance.
- Forward standard or special-action requests to the appropriate department when written correspondence is needed.
- Review email inquiries, analyze the issue, respond appropriately or route it to the proper department, and serve as a liaison between the KofC website and appropriate departments.
- Review departmental communications, product updates, and other tools to stay current with organizational developments.
- Perform other customer-service-related duties as requested by the supervisor.
Benefits
- 13 paid holidays per year, in addition to vacation and paid sick leave.
- Flexible workweek schedules.
- Certifications, designations, and tuition reimbursement.
- 401(k) retirement savings plan with matching company contributions.
- Cash balance retirement plans fully funded by the company.
- Short-term disability and term life insurance fully paid for by the company.
- Up to 12 weeks of childbirth leave under the short-term disability policy.
- One week of fully paid parental leave for all new parents, including adoptive and foster parents.
- A variety of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions.
- Long-term disability insurance.
- Dental insurance.
- Vision insurance.
- Health club membership reimbursement.
- Employee Assistance Program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
