Customer Experience Specialist - Group Administration

What You'll Do

• Answer customer inquiries from internal and external customers (employer administrators, agents, employees) regarding policies with Principal.
• Interact with customers via inbound/outbound phone calls to provide a consistent positive experience following established service processes.
• Respond and anticipate customer needs while navigating multiple systems and web applications, integrating previous interactions for a 360‑degree view.
• Build customer relationships by delivering accurate information, effective communication, and real‑time resolution of inquiries.
• Escalate interactions when necessary and identify innovation solutions to improve experience; capture voice‑of‑customer insights for the enterprise.

• 2+ years of customer service experience or equivalent, demonstrated through work, training, military, or education.
• Preferred experience in call centers, customer service, and/or dental insurance.
• Ability to quickly learn a broad range of benefits and claim products and apply knowledge using appropriate tools and resources.
• Excellent typing skills and proficiency with desktop applications (MS Office, browsers).
• Strong analytical, organizational, problem‑solving, attention‑to‑detail, and decision‑making skills.

Targeted base salaries for non‑sales positions; bonus and incentive opportunities may be available.

• Non‑Exempt (hourly): $18.17 – $32.31 / hr
• Exempt (yearly): see application materials
• Geography‑specific ranges example:
• Wichita, KS: $18.17 – $24.23 / hr
• Des Moines, IA: $19.18 – $25.58 / hr
• Charlotte, NC: $20.19 – $26.92 / hr
• Chicago/Minneapolis: $22.21 – $29.62 / hr
• Los Angeles/New York City: $24.23 – $32.31 / hr

Personal Time Off (PTO) is provided to hourly (non‑exempt) employees. Accrued time earned each pay period can be used for vacation, personal, or short‑term illness. Pension eligibility:
Yes.

We do not consider candidates requiring immigration sponsorship at this time.

Principal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.