By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.
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Customer Support Representative**Candidates must reside in the Pease - Portsmouth, NH area**
This is a HYBIRD role that will be at least 3 days a week in office and two days remote.
Possible shifts available after training is complete include:
9:00am – 5:30pm ET,
9:30am – 6pm ET, or
10:00am – 6:30 pm ET.
Are you looking for an impactful job that offers an opportunity to develop a professional career? As a Service Center Representative you will have access to:
- A stable and consistent work environment in an office and/or virtual setting
- A training program to learn how to help employees and customers from some of the world’s most reputable brands
- Career development and promotional growth opportunities through increasing responsibilities
- A diverse and comprehensive benefits package to take care of your mental, physical, financial and professional needs
PRIMARY PURPOSE OF THE ROLE: As a member of our Bill ReviewIQ team, deliver comprehensive, high-quality support to customers with complex issues and questions. On this fast-paced team, you will need to exemplify outstanding customer delight skills. You will have a passion for problem-solving, technology, and helping others to promote a high-level customer satisfaction. You are encouraged to think creatively and are empowered to make routine decisions or address issues utilizing your own expertise.
ESSENTIAL RESPONSIBILITIES MAY INCLUDE
- Hold total accountability for a positive customer experience
- Achieve and maintain proficiency with the capabilities of Bill ReviewIQ's software as a service applications, as well as corresponding system and software changes
- Answer an average of 15-30 inbound support calls and 20-30 emails per day
- Consistently available to receive incoming calls (at desk and logged into phone system)
- Manage and maintain timelines for issue resolution
- Ability to develop and maintain customer relationships
- Document software defects and work with internal departments to escalate or resolve
- Document call transactions, processes and methodologies used to diagnose and resolve the customer’s issues within the appropriate CRM tool
- Assist with identifying root cause of problems; manage and resolve issues in a rapidly changing environment
- Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships
- Ability to work an 11-8pm shift one day a week to be determined after training is completed
QUALIFICATIONS
Education: High school diploma or GED required. College courses preferred
Experience: One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.
Skills: Proven ability to troubleshoot and support customers using software applications, strong customer service skills, ability to effectively multitask in a high paced environment and balance multiple priorities, a solid understanding of basic computer functions and ability to teach/train users, and strong oral and written communications skills.
TAKING CARE OF YOU
- Career development and promotional growth opportunities
- A diverse and comprehensive benefits offering including medical, dental vision, 401K, PTO and more
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $29/hour. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.Skills Required
- Must reside in the Pease - Portsmouth, NH area
- Hybrid schedule: at least 3 days per week in-office
- High school diploma or GED
- One (1) year customer service experience or equivalent
- Inbound call center experience
- Proven ability to troubleshoot and support customers using software applications
- Ability to effectively multitask in a high-paced environment and balance multiple priorities
- Solid understanding of basic computer functions and ability to teach/train users
- Strong oral and written communication skills
- Ability to handle average volumes of ~15-30 inbound calls and ~20-30 emails per day
- Availability to work one 11:00pm-8:00pm shift one day a week after training (schedule flexibility)
Sedgwick Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sedgwick and has not been reviewed or approved by Sedgwick.
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Leave & Time Off Breadth — Generous paid time off and paid holidays are emphasized, with PTO accruals increasing with tenure. Paid parental leave and caregiver support further expand time-off coverage.
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Healthcare Strength — Medical, dental and vision coverage is complemented by telemedicine and a personal health concierge. Wellbeing supports such as diabetes and weight-management programs, fertility services, and robust mental-health access (coaching, therapy, psychiatry) broaden care.
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Parental & Family Support — Paid parental leave and caregiver support are offered alongside family-forming resources. Fertility services and adoption assistance reinforce family-oriented benefits.
Sedgwick Insights
What We Do
From our modest beginnings as a regional claims administrator, Sedgwick has grown into a leading global provider of technology-enabled risk, benefits and integrated business solutions with 31,000+ colleagues, located across 80 countries. Through innovative product development, organic business development and strategic acquisitions, Sedgwick’s offerings continue to evolve beyond claims processing to meet the current and future needs of our clients. Our approach to delivering quality service in areas such as workers’ compensation, liability, property, disability and absence management goes far beyond just managing claims—we aim to simplify the process and reduce complexity, making it easy and effective for everyone involve.
Why Work With Us
We stay tuned into what our colleagues want and need and deliver a world-class colleague experience that demonstrates how much we value their unique contributions to our business. You’ll see and feel what it’s like to work for a company that’s committed to doing the right thing – for those we serve, for our planet and for each other.
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