Customer Service Representative (Hybrid - Franklin, WI)

Our Customer is an American financial services mutual organization based in Milwaukee. The financial security company provides consultation on wealth and asset income protection, education planning, retirement planning, investment advisory services, financial planning trust and private client services, estate planning and business planning. Its products include life insurance, permanent life insurance, disability income, and long-term care insurance; annuities; investments; and investment advisory products and services.

Our customer is looking for a Customer Service Representative on a contract basis to help support their ongoing business needs. This role is hybrid (3 days on-site and 2 days remote/week) in Franklin, WI.

This position supports the Integrated Website Services Team, assisting clients, policy owners, and the field force across the consumer website and mobile app.

This is primarily a call center role, but not a high-volume environment. The team values quality interactions over speed.

Work schedule: 7:00 am-6 pm, training for 4-5 weeks is 8:00 am – 4:30 pm. After training, the employees transition into their selected schedule.

Responsibilities:

• Helping direct consumers with registration, logins, passwords, and basic navigation.
• Providing technical assistance when possible; escalating to SMEs or tenured agents for more complex issues.
• Assisting with password resets, login troubleshooting, and guiding users through the website/app experience.
• Handling tickets and collaborating with other teams, such as IT and Engineering.

Qualifications

• Strong customer service background (call center experience helps with faster acclimation, but is not required).
• Patient and comfortable handling long calls when needed.
• Technical aptitude or basic troubleshooting skills—highly valued but not mandatory.
• Efficient data entry and strong keyboarding skills.
• Highly organized and attentive to detail.
• Solid computer proficiency.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.