Customer Service Specialist | Henderson, NV

Customer Service Specialist I | 100% in-office call center environment (Henderson, NV / Las Vegas, NV) General Summary

The Customer Service Center Specialist I provides support to EMPLOYERS’ customers, both internal and external, via inbound/outbound calls and e-mails. The Customer Service Center Specialist I is motivated to maintain customer satisfaction and contribute to the organizations success by resolving any emerging issues a customer might face with accuracy and efficiency.

• Customer Experience - Call Center
  • Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 2 work groups.
    • Provide information, answer questions and facilitate resolution to customer inquiries.
  • Provide accurate information to customers in accordance with company policy and department guidelines.
  • Defuse situations through research, customer education, and investigation.
  • Demonstrate listening skills while exhibiting excellent customer service and integrity to promote ease of doing business with EMPLOYERS.
• Process and Procedure - Call Center
  • Document details of interactions consistently, timely and accurately.
  • Act in accordance with policies, procedures, statutes and state laws, as applicable.
  • Process requests for forms and applications.
  • Route calls when necessary to appropriate resource.
  • Assist clients with registering and navigating EMPLOYERS online systems.
  • Follow through on customer communications via phone, email or chat as needed.
• Functional and Technical - Call Center
  • Display basic knowledge and competency in assigned workgroup(s).
  • Meet performance and quality standards.
  • Recognize and alert management of trends in customer calls.
  • Utilize internal and external resources to improve knowledge and skill base.
  • Other duties may be assigned.

• Must have High School diploma or GED equivalent.
• Must have one (1) year of experience in office, in a call center environment.
• Ability to perform multiple tasks simultaneously.
• Ability to adjust priorities appropriately in a fast paced environment.
• Ability to conduct business efficiently and effectively over the telephone utilizing proper phone etiquette.
• Ability to read, write, and communicate clearly in English.
• Demonstrated customer service experience.
• Possess expert PC skills including Outlook, Word, Excel spreadsheets and Internet use.
• Demonstrate attention to detail with timeliness and accuracy.
• Maintain high standards, measures despite pressing deadlines and added responsibilities.

• Experience with cloud based Call Center ACD/CRM software preferred.
• Experience with Five9 telephony system preferred.
• Relevant product knowledge (Insurance or Workers’ Compensation).
• Bilingual English/Spanish communication skills preferred.
• Associates Degree preferred.

An equivalent combination of education and experience may be substituted for the requirements listed above.

• This position is required to be in-office full time (located in Henderson, NV) with minimal travel to other office locations/meeting locations occasionally.
• This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.
• This is largely a sedentary role; however, some mobility is required.
• Occasional extra hours may be needed to accommodate business needs (voluntary basis).
• Occasional lifting of a maximum of 30lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to start 12/15/2025 and work without interruption for the first two training weeks, as they are crucial learning days to understanding the functions of the role. Please note, the office will be closed on 12/24 and 12/25.

$20.50 per hour (21.50 per hour for bilingual (Spanish)) and a comprehensive benefits package with 401k and match. Please follow the link to our benefits page for details!

As a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work!

We offer a positive, challenging…