Safelite · 2 days ago

Customer Service Representative

Texas, United States

Full-time

Remote

Entry Level

$5,250/mo - $10,000/mo

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Responsibilities

Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or autoglass shops using scripted prompts.

Accurately enters claim data into our production systems while on a live phone call.

Effectively and compassionately guides customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs.

Verifies customer insurance coverage and deductible amounts and communicates the information to the customer.

Assists customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop while honoring the customers preference.

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 while presenting the most accurate product and service information.

Other duties assigned by leadership.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Computer ProficiencyBilingual EnglishBilingual SpanishContact Center ExperienceTelephone Systems KnowledgeScripting UtilizationUSB Wired HeadsetEthernet Cable

Required

Must be comfortable working in a highly structured performance-based environment while demonstrating high ethical and confidentiality standards

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 with a caring heart and service mindset

The ability to read and utilize provided scripting in a conversational and timely manner

Demonstrates a high level of empathy and integrity by always doing the right thing

Has an upbeat personality and can show an authentic willingness to assist our 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

Personal computer or laptop with Windows 10 or higher. Please note that Macs and Chromebooks are not compatible with our current systems.

High Speed Internet that meets the below 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