Customer Service Representative

Job Description

Role Description

This role involves assisting customers and helping turn their days around as a remote Customer Service Representative.

• Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts.
• Accurately enters claim data into production systems while on a live phone call.
• Effectively and compassionately guides customers through the process of filing a glass claim.
• Verifies customer insurance coverage and deductible amounts and communicates the information to the customer.
• Assists customers with scheduling repair, replacement, and/or recalibration services.
• Utilizes systems and resources provided to enhance the overall customer experience.
• Provides solutions to resolve customer complaints and concerns over the course of the call.
• Other duties assigned by leadership.

Qualifications

• Must be comfortable working in a highly structured performance-based environment.
• Knowledge of computer and telephone systems and the ability to operate those systems with confidence in a remote environment.
• The ability to establish rapport and credibility with customers, stores, and peers.
• The ability to read and utilize provided scripting in a conversational and timely manner.
• Demonstrates a high level of empathy and integrity.
• Has an upbeat personality and can show an authentic willingness to assist customers.
• Previous experience working in a contact center or other customer service role.
• 16+ years of age.
• High School Diploma or equivalent, or actively enrolled.

Requirements

• Personal computer or laptop with Windows 10 or higher (Macs and Chromebooks are not compatible).
• High Speed Internet with the following requirements:
  • Download Speed = 25 Mbps or higher
  • Upload Speed = 10 Mbps or higher
  • Ping = 50 ms or lower
  • Jitter = 20 ms or lower
• Ethernet cable and the ability to connect directly to your modem (cannot use Wi-Fi).
• USB wired headset.
• Webcam.
• Dedicated workspace free from background noise and interruptions.

Benefits

• Competitive weekly pay and bonus opportunities.
• A benefits package including 401(k) plan with company matching, paid volunteer day, and associate discounts.
• Up to $5,250 in tuition reimbursement per year.
• Paid training and all the tools and resources you'll need to be successful.