Customer Service Representative

Customer Service Representative Location : Warwick, RI (Onsite Training) ️ Class Start Date : November 17, 2025 Employment Type : Contract / Full-time Hours About the Role We are seeking Customer Service Representatives to join our Defined Benefits / Retirement Income Solutions team. This inbound customer service role involves assisting clients with inquiries related to defined benefit annuities, account maintenance, and claims support. The ideal candidate is empathetic, professional, and capable of explaining complex topics clearly while providing an excellent customer experience. Key Responsibilities Handle inbound calls from customers regarding : Defined benefit annuities (group annuity contracts) Account maintenance (address or direct deposit updates) Reporting the passing of participants Assistance with the claims process Navigate multiple Windows-based systems efficiently to process requests. Provide accurate information while maintaining a strong focus on customer satisfaction. Educate customers on proper procedures and proactively resolve issues to prevent escalations. Required Experience & Skills 1–2 years of experience in a call center or customer service environment. 1–2 years of experience working with Windows-based operating systems (Microsoft Office Suite, etc.). Strong communication skills and the ability to simplify complex information. Excellent problem-solving skills and attention to detail. Customer-centric mindset with a professional and empathetic approach. Training & Work Arrangement Mandatory Onsite Training : Location : Warwick, RI Duration : 7 weeks total (5 weeks training + 2 weeks nesting) Training Schedule : Monday–Friday, 8 : 30 AM – 5 : 00 PM EST (1-hour lunch) After successful completion of training and quality assessment, the role transitions to remote (work-from-home) with mandatory in-office attendance once per month. In case of home system issues, agents must report onsite until resolved. Work-from-Home Requirements Reliable high-speed internet connection (wired via Ethernet; no Wi-Fi hotspots). Quiet, secure, and distraction-free workspace. Must be able to use video during interviews and training sessions. Schedule Business Hours : Monday–Friday, 8 : 00 AM – 9 : 00 PM EST Must have open availability during these hours. Final shifts will be assigned based on performance ranking at the end of training. No time off permitted during training and nesting period (November 17, 2025 – January 30, 2026). Equipment Provided Company laptop Docking station Dual monitors Keyboard & mouse Headset All equipment will be distributed on Day 1 of training at the Warwick office.