Support Specialist – Funeral Home

National Guardian Life Insurance Company

. Deliver high-quality communication primarily over the phone while using critical thinking and problem-solving skills .

Posted 10/8/2026full-timeMadison • Wisconsin • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong oral and written communication skills, critical thinking, and problem-solving abilities while providing professional customer support. Proficient in following procedures and maintaining organization in a team-oriented environment.

Highest-signal resume keywords

Customer Service ExperienceWisconsin Preneed CertificationLOMA 280 and 290Analytical SkillsDetail Oriented

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Basic Typing SkillsGeneral Computer KnowledgeNGL Systems ProficiencyProfessional Phone ConversationsInformation Gathering and Analysis

Soft Skills

Strong Oral CommunicationStrong Written CommunicationEmpathyTeam CollaborationOrganizational Skills

Certifications & Qualifications

Wisconsin Preneed CertificationLOMA 280LOMA 290

Industry Keywords

Customer RetentionCall Center ExperienceProfessional CommunicationService RequestsCritical Thinking

About the role

Key responsibilities & impact

Deliver high-quality communication primarily over the phone while using critical thinking and problem-solving skills
Write clear and detailed notes and instructions for each call
Write emails, letters, and other written communications for external customers
Leverage resources and seek assistance with escalated situations
Use various systems to locate applicable information and details for each call
Maintain personal growth and performance metrics
Contribute supportively and positively with coworkers
Work across the team to ensure coverage for incoming calls and written communication
Complete assigned processing work, projects, tasks, and milestones by agreed deadlines
Suggest solutions addressing immediate and future needs of internal and external customers
Provide professional customer support to internal and external customers via phone and written communication
Submit service requests and written communication according to procedures
Focus on customer retention through friendly, compassionate, professional, and responsive communication

Requirements

What you’ll need

Minimum: High School or GED
Wisconsin Preneed Certification
LOMA 280 and 290 with ACS goal
One to two years of customer service, call center experience preferred
Strong oral and written communication skills that convey confidence, professionalism and empathy
Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures
General computer knowledge with the ability to learn NGL Systems
Basic typing skills
Good analytical and critical thinking skills
Ability to work in a team environment
Detail oriented and organized
Ability to gather, analyze, and record information skillfully
Ability to complete tasks while talking

Benefits

Comp & perks

20 days of Paid Time Off growing to 25 days after 5 years
11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
Health care, dental and vision plans
Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
Annual bonus based on company performance
Paid Parental Leave
401(k) match up to 9%
Paid Sabbatical after 8 years
Paid Volunteer Time
Education Assistance Program
Employee Recognition Program
Employee Resource Groups
Professional and personal development opportunities
Flexible work environment with remote, hybrid, or onsite options in certain states outside of Wisconsin