Customer Service Representative

Horace Mann•Plano, TX

1d•Hybrid

About The Position

At Horace Mann, we’re committed to delivering exceptional service to the educators and communities we serve. We are seeking a motivated and customer-focused Customer Service Representative to join our team. In this role, you’ll be the voice of Horace Mann—providing timely, accurate, and compassionate support to customers through phone and email interactions. If you enjoy helping others, solving problems, and working in a collaborative environment, this is a great opportunity to grow your career. This role is in-office in Plano, TX with ability to work hybrid once training is complete.

Requirements

High School Diploma or GED required.
6–12 months of customer service experience preferred.
Strong communication skills, both verbal and written.
Ability to handle multiple tasks and work in a fast-paced environment.
Basic computer proficiency and comfort working with customer systems.

Responsibilities

Provide exceptional customer service through inbound and outbound calls, as well as email communication.
Answer incoming calls within the Customer Service queue and respond to inquiries promptly and professionally.
Resolve customer service issues efficiently, ensuring a positive experience for every interaction.
Provide accurate and timely information aligned with customer needs and company guidelines.
Identify and resolve customer concerns through effective problem-solving and follow-up.
Document all customer interactions for tracking and resolution purposes.
Monitor open items to ensure issues are resolved completely and within service expectations.
Maintain a strong understanding of company products, systems, policies, and procedures.
Collaborate with internal departments to resolve customer issues and improve service outcomes.
Participate in training and development opportunities to expand knowledge and skills.
Maintain 90% quality and schedule adherence standards.
Demonstrate proficiency in Customer Service responsibilities, with opportunities to expand into Agent Support training.
Contribute to a positive team environment focused on delivering high-quality service.