Customer Service Representative

What You'll Do

Take the customer service skills you have acquired over the years to the next level or make a change and start down your new career path today with our growing team of Service Professionals at one of the largest mutual insurance companies in the U.S. New hires will receive in total a $1,000 sign‑on bonus; $1,500 sign‑on bonus for bilingual candidates over the course of one year.

New hires with a Property & Casualty Producers license will receive in total a $1,000 sign‑on bonus paid over the course of six months in addition to our regular new‑hire sign‑on bonus.

• Ensures a quality customer experience for our insureds and customers by reducing friction points and ensuring an effortless process.
• Listens to and assesses customer needs to take appropriate action and fulfill their requests.
• Builds positive relationships and creates customer confidence, loyalty and retention by resolving requests using knowledge, empathy and sound judgment.
• Provides timely customer service meeting or exceeding specified service standards.
• Receives a high volume of telephone calls for the assigned line of business and provides upfront assistance to our insureds and customers in need of service.
• Provides assistance such as locating information or documentation, giving instructions on how to proceed with a claim, answering questions, routing or transferring calls as appropriate, entering data to begin a claim, etc.
• Navigates multiple systems and technologies to gather information, document actions taken, and accurately resolve service situations in support of insureds and customers.
• Records and files information from each call and/or electronic request in the appropriate system application, including loss information, received documentation, payment processing, policy changes, etc.
• Researches and identifies contact center problems and issues using standard procedures.
• Might assist with handling issues and communicating updates to peers and management.
• Escalates more complex issues as needed.
• Reports trends, issues and feedback learned from customer interactions to support continuous improvement.

• High school diploma
• Proficiency in Spanish preferred, but not required
• Good human relations skills to deal effectively with customer issues in a professional manner
• Ability to communicate effectively and accurately verbally and in writing
• Knowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and Word
• Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position
• Ability to meet or exceed attendance requirements, providing reliable and predictable attendance
• Hours for this job include nights, weekends, and holidays
• Possesses basic critical thinking, creativity, and problem‑solving skills to provide positive resolution
• Positions filled in Freeport, Illinois; this position will pay $15.76 - $23.65

• Flexibility through a scheduled hybrid work model:
  Monday and Friday work from home if you choose to, Tuesday through Thursday in office
• In‑office workspace and materials for your home office; laptop and other equipment provided prior to start
• Meal subsidy available for associates who report to an office
• 401(k) plan with a dollar‑for‑dollar match on your first eight percent, plus immediate vesting
• Tuition reimbursement program and access to Sentry University (SentryU)
• Generous paid‑time off plan
• Volunteer‑time off
• Group medical, dental, vision, life insurance, parental leave
• Health and wellness benefits, well‑being and employee assistance programs
• Sentry Foundation gift‑matching program

We take great pride in being named to Forbes’ list of America’s Best Midsize Employers since 2017. Sentry has a long track record of success and is one of the largest and financially strongest mutual insurance companies in the United States. Our headquarters is in Stevens Point, Wisconsin, with offices throughout the country. From sales to claims, IT, and marketing, we offer a rewarding and challenging work environment with opportunities for ongoing professional development and growth.

Thank you for your interest in Sentry! Erin Haddaway

Equal Employment Opportunity Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation. Our associates are the most important part of our company.