Role Description Our client is seeking a Customer Service Representative (CSR) to manage inbound customer inquiries, resolve issues, and deliver a positive service experience across phone, email, and chat channels. This role requires empathy, professionalism, and the ability to handle high ticket volumes while maintaining service level agreements (SLAs). CSRs are the frontline voice of the company, ensuring every customer feels heard, supported, and satisfied. Responsibilities - Customer Interaction & Resolution: - Handle 50–100 daily tickets via Zendesk, Freshdesk, Salesforce Service Cloud, or Help Scout. - Respond to inquiries across channels (phone, email, live chat, social media). - Resolve issues on the first touch whenever possible; escalate complex cases to Tier 2 or technical teams. - Knowledge Management: - Update internal knowledge bases and FAQs with common solutions. - Create and maintain response macros and templates to improve efficiency. - Ticket Management: - Prioritize cases by urgency and SLA requirements. - Document all interactions in the ticketing system with complete notes. - Track and monitor open tickets to ensure closure within SLA. - Customer Satisfaction & Feedback: - Maintain professional, empathetic communication in all interactions. - Capture customer sentiment (CSAT, NPS surveys) and log feedback. - Identify recurring issues and flag trends to product/support leadership. - Collaboration: - Partner with product, operations, and engineering to resolve complex issues. - Provide customer insights to inform product improvements. - Compliance & Quality: - Ensure support interactions meet company standards for privacy (GDPR, HIPAA if relevant). - Maintain confidentiality when handling sensitive data. Qualifications - Patient, empathetic, and solutions-focused. - Excellent written and verbal communication skills. - Comfortable managing high-volume workloads while maintaining quality. - Resilient under pressure and adaptable across industries. Requirements - 1–2 years in customer service, call center, or support roles. - Experience with at least one ticketing platform (Zendesk, Freshdesk, Salesforce Service Cloud). - Strong typing and multitasking skills. - Proficiency with Microsoft Office/Google Workspace. Ideal Experience & Skills - Multilingual support capability. - Industry experience in SaaS, e-commerce, healthcare, or finance. - Familiarity with KPI-driven support environments. - Exposure to support automation (chatbots, AI-driven help tools). Key Metrics for Success (KPIs) - First Contact Resolution (FCR) rate. - Average Handle Time (AHT) within SLA targets. - CSAT/NPS scores (target ≥ 90%+ satisfaction). - Ticket backlog minimized and resolved within SLA. - Positive feedback from supervisors and customers. Interview Process - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., handle 3 simulated tickets via email/chat) - Client Interview with Support/Operations Leadership - Offer & Background Verification

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description AO Globe Life is seeking professionals who are passionate about serving the veteran community through virtual benefit consultations. This opportunity is well suited for veterans, military spouses, and service-minded individuals looking for a structured, purpose-driven career path with flexibility and long-term growth potential. Comprehensive training, mentorship, and a proven support system are provided so you can successfully transition into a rewarding remote career environment. - Conduct scheduled virtual consultations with individuals and families via Zoom - Help clients understand available supplemental benefit options - Provide clear guidance so families can make informed coverage decisions - Maintain accurate digital records and follow-up communication - Support clients through the enrollment and post-enrollment process - Participate in weekly training sessions and leadership development programs Qualifications - Background in military service, client support, leadership, or benefits advising - Strong communication and organizational skills - Self-motivated professionals comfortable working in a remote environment - Familiarity with virtual platforms and digital tools - Mission-driven individuals motivated to continue helping others Requirements - Authorized to work in the United States - Reliable high-speed internet connection - Windows-based laptop or desktop computer with webcam access Benefits - Fully remote work environment with flexible scheduling - Pre-qualified client consultations provided - Weekly compensation through a performance-based structure - Long-term income potential through vested renewals - Comprehensive training and licensing support - Monthly and quarterly performance bonuses - Equity opportunities for qualifying team members - Leadership development pathways and advancement opportunities - A supportive team culture that values service and professionalism Company Description AO Globe Life provides supplemental benefits to working-class families across the United States, including veterans, union members, and credit union clients. With more than 70 years of service and a rapidly growing remote workforce, the organization is committed to building careers rooted in purpose, flexibility, and long-term growth. If you are ready to continue serving others while building a flexible and meaningful career, we encourage you to apply and learn more about joining AO Globe Life.

• Responsible for managing client relationships and ensuring high levels of client satisfaction • Provides oversight to the customer experience team • Plans, organizes, administers, develops, and evaluates the activities of assigned staff • Serves as the primary escalation point of contact for clients, addressing their needs and concerns promptly • Conducts regular client meetings and reviews to assess satisfaction • Oversees the client service team to ensure efficient and effective service delivery • Supports the Manager and Director of Client Experience • Collaborates with internal teams for delivery of services and solutions to clients • Collects and analyzes client feedback for improvements • Manages the process for handling client complaints and resolving issues

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them. Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself. *While this is a remote position, candidates must be withing commuting distance and able to meet in the Las Vegas area 4-6 times per year.* Responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers and third-party plan specialists. What you will do Work in collaboration with a team of associates and launch your financial services career in our call center! New to the industry? No problem. Develop a solid foundation through our paid associate training program and receive continuous coaching for your role and career trajectory. Partner with our team and clients to: - Provide excellent service within our call center for our customers’ retirement savings accounts - Educate and empower our customers without having to make cold calls or sales - Communicate critical plan updates and changes - Process contribution changes, loans, and withdrawals - Process general account changes upon direction from the customer What you will bring - Availability to work a 40-hour work week, outside of traditional business hours, Monday through Friday with an occasional Saturday - Associates degree or higher AND at least one year of customer service experience (including but not limited to food service, retail, hospitality, teaching, military, or banking) OR two or more years of customer service experience - Fluency in both English and Spanish - Capability to work overtime as required based on business need What will set you apart: - Financial Services or call center experience - A passion for providing quality customer service - Desire to engage with customers over the phone - Capability to adapt communication style while servicing our diverse customer base - Attention to detail and ability to learn and apply financial industry policies, processes, and procedures Required Minimum Internet Specifications: To ensure you are set up for success, you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to attend training and work without interruption. Other necessary computer equipment, headset and training materials will be provided. - Minimum service level of 50Mbps download and 10Mbps upload to ensure the best voice quality - Associates are required to connect their computers directly to a modem or router using an Ethernet cable to ensure consistent voice quality. #PJPS Overtime may be required based on business need. ***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.*** What we offer you We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance. - Medical, dental, vision and life insurance - Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup - Tuition reimbursement up to $5,250/year - Business-casual environment that includes the option to wear jeans - Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year - Paid volunteer time — 16 hours per calendar year - Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA) - Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all. Base Salary Range $39,700.00 - $54,550.00 The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Equal opportunity employer • Drug-free workplace We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. ***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.*** Job Posting End Date at 12:01 am on: 03-21-2026 Want the latest money news and views shaping how we live, work and play? 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