Senior Customer Support Specialist

Location : Fenton, MO (Hybrid - in-office at least 1-2 days per week)

Schedule : Monday-Friday, 8 : 00 a.m.-5 : 00 p.m. (occasional Saturday check-ins)

Overview

We're seeking atrue leader and problem-solver to join our Customer Support team as a Senior Customer Support Specialist. This individual serves as the first line of defense for escalated customer concerns and supports the broader team with training, coaching, and workflow guidance. The ideal candidate is decisive, empathetic, and forward-thinking andsomeone who thrives on helping others succeed, takes initiative without being asked, and looks for opportunities to make the department better every day.

If you enjoy solving complex problems, leading by example, and building a united team focused on exceptional customer service, this is the role for you.

What You'll Do

• Handle complex or escalated customer concerns, including BBB complaints, credit card disputes, and high-priority service issues.
• Serve as an intermediary between Specialists, management, and customers to ensure professional and timely resolution of issues.
• Train, coach, and support Customer Support Specialists on handling pre-delivery, post-delivery, and delay claim concerns.
• Monitor workflow, phone queues, and escalation reports to identify trends and prevent potential service delays.
• Partner with management and cross-functional teams to enhance processes, ensure consistent service delivery, and keep training materials current.
• Lead by example in maintaining detailed documentation and delivering empathetic, solution-oriented customer interactions.
• Provide after-hours management phone coverage approximately 3-4 times per year.
• Champion process improvements and share insights that strengthen the customer experience.

What You'll Bring

Why Join Us

At UniGroup, you'll join a team that believes in doing the right thing for our customers and each other. We offer a collaborative culture, opportunities for growth, and the chance to make a real impact on how we serve our agents and customers every day.

Benefits

UniGroup offers a comprehensive benefits package designed to support your health, well-being, and long-term success :

We foster diversity, in part, by imposing a strict policy of non-discrimination. Employment decisions are made without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, age, religion, disability, veteran or military status, genetic information or other status protected by the law.

We value the unique skills and experiences that veterans and separated service members bring to our workforce. While serving our country you have gained skills such as leadership, flexibility, and agility, which will help to make you successful here. We are dedicated to supporting military families and ensuring that we provide a welcoming environment for our country's heroes. We hope you consider joining the UniGroup family.

UniGroup is committed to the full inclusion of all qualified individuals. As part of this commitment, UniGroup will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please contact careers@unigroup.com.