Customer Escalation Representative II

Customer Escalation Representative II

Corestream is seeking a Customer Escalation Representative II to ensure all customer inquiries and needs are addressed promptly and professionally. In this role, you will be responsible for delivering efficient and courteous service by managing, coordinating, and overseeing specific customer programs and processes. If this sounds like you, read on...

Corestream is headquartered in Tampa, FL. This is a hybrid role, requiring time in the office on a monthly basis.

• Heavy phone use to answer customer inquiries with a high degree of accuracy, efficiency and courtesy
• Requires a significant amount of computer data entry and navigation
• The ability to establish and maintain good relations with customers by providing courteous, efficient and professional service is a must
• Displays a positive attitude to ensure customer satisfaction
• Follows quality system procedures and processes
• Recognize, research, isolate and resolve customer inquiries
• Type and enter information into a database while a customer is speaking
• Must be able to provide clear, concise ticket documentation
• Reviews and updates information in an internal data system
• Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers
• Set appropriate expectations when calls cannot be handled immediately and follow through to completion

• A High School Diploma required
• Active 2-15 Life, Health and Variable Annuity License required
• 2+ years of experience working in a call center environment
• Good written and verbal communication skills are essential
• Excellent telephone skills: position communicates with many individuals, both internally and externally
• Must have the demeanor and temperance to work effectively in a customer service and fast paced environment
• Collaborative team player
• Effective problem-solving skills, exceptional organizational and multitasking abilities
• Excellent decision‑making skills and ability to perform complicated tasks, attention to detail
• Basic knowledge of Microsoft applications, especially Word and Excel

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.