Service Support Specialist

Jewelers Mutual • Neenah, WI

23d

About The Position

Create memorable moments of service that leave every customer feeling valued. As a Service Support Specialist, you’ll be the voice of Jewelers Mutual, supporting customers, jewelers, and agents across phone, email, chat, and other channels. You’ll handle inquiries, policy updates, and claims with accuracy, empathy, and efficiency, aiming for first-contact resolution every time. Using multiple systems and screens, you’ll balance speed with precision while meeting performance goals and exceeding customer expectations. In this role, you’ll embrace change, grow professionally, and help shine our reputation for exceptional service and care. Why Jewelers Mutual: Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation. As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence. We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people. Here, you’ll: Move fast and embrace change Always look for better ways Grow, thrive, and help shape what’s next Join us and be part of a culture where you can make an impact while building your future.

Requirements

• High school diploma or general education degree (GED) minimum requirement.
• Proficient in Microsoft Office and Outlook
• Proficient in keyboarding and navigating multiple systems and screens simultaneously.
• Displays a high level of confidence, enthusiasm about major milestones, and a positive attitude with the desire to succeed and exceed customer expectations.
• Excels in accuracy, quality, and team collaboration.
• Embraces change, maintains a positive work environment, and actively engages in an ongoing learning culture.
• Excellent Multitasking and Computer Skills
• Demonstrate an ability to display patience, empathy, and active listening skills.

Nice To Haves

• 3 months to 1 year of customer service experience preferred.
• A passion for jewelry is encouraged.

Responsibilities

• Provide excellent customer service by demonstrating in-depth knowledge of Jewelers Mutual and its products with the goal of outshining the competition with amazing customer care.
• Responds to omnichannel requests, providing support to customers, jewelers, and agents.
• Assists customers, jewelers and agents with inquiries, updates, and claim filing, ensuring accurate and timely resolution.
• Listen actively to customers to identify their needs and aim for first-call resolution.
• Utilize dual screens and multiple programs efficiently.
• Maintains consistency in adhering to all customer service performance metrics.
• Has a drive to meet goals and continuous professional growth.
• Opportunity for additional project work.
• Regular attendance, punctuality, and adherence to agreed-upon schedule are conditions of employment.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture : Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving : Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
• Great Place to Work® Certified : Join a team recognized for an environment of innovation and growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED