Service Specialist

Primerica•Duluth, GA

1d•Hybrid

About The Position

The Senior Service Specialist is responsible for providing advanced customer service support, resolving complex customer issues, and serving as a subject matter expert for service processes and procedures. This role supports team performance through coaching, training, and guidance while ensuring a high level of customer satisfaction and operational excellence. This role is hybrid in Duluth, Georgia. This role is not eligible for sponsorship now or in the future.

Requirements

Advanced customer service support
Resolving complex customer issues
Subject matter expert for service processes and procedures
Coaching, training, and guidance to team members
High level of customer satisfaction and operational excellence
Exempt (not eligible for overtime pay)

Responsibilities

Handle escalated agent inquiries and resolve complex service issues in a timely and professional manner.
Serve as a subject matter expert for policies, procedures, systems, and service processes.
Provide support, coaching, and guidance to team members on customer service best practices.
Review customer transactions and service requests for accuracy and compliance.
Identify process improvement opportunities and recommend solutions to enhance efficiency and customer experience.
Collaborate with internal departments to resolve agent concerns and facilitate issue resolution.
Assist with training new employees and providing ongoing development support.
Contribute to meeting departmental performance goals.
Maintain accurate customer records and documentation.
Support management with special projects, reporting, and operational initiatives.