Customer Care Representative

Summary

Join Safelite as a Customer Care Agent and provide empathetic telephone support for claims processing and appointment scheduling. You will answer customer questions, troubleshoot issues, and ensure satisfactory resolutions. This role requires strong communication skills and the ability to manage multi-system record-keeping. Safelite offers competitive weekly pay, bonus opportunities, and a comprehensive benefits package exceeding $10,000, including 401(k) matching, medical coverage, paid time off, and tuition reimbursement. The position is work-from-home and requires specific technical specifications for your home setup. Apply even if you don't meet every requirement!

Requirements

• Age: Must be 16+ years of age
• High school diploma or equivalent (or actively enrolled)
• Ability to operate a computer and telephone systems while seated for extended periods of time
• Strong communication skills, comfortable speaking with a pleasant voice, retaining composure, and building rapport among peers, stores and customers
• Personal computer or laptop with Windows 10 or 11.  Please note that Macs and Chromebooks are not compatible with our current systems
• High Speed Internet that meets the below requirements High Speed Internet 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

Responsibilities

• Answers customer questions from incoming calls and emails and ensure all customer’s issues are resolved to recover high quality customer experience
• Verifies the nature and extent of the issue by reviewing and troubleshooting appropriate records and damage documentation to identify a problem resolution and educates the customer about Safelite’s practices and policies to deliver problem resolutions
• Provides updates to the appropriate parties as needed, providing new information as it becomes available, and draw to a close with a satisfactory resolution and follows up with the customer to determine the problem has been resolved and ensures customer delight
• Manages multi-system record keeping, documenting key activities in a clear, timely and concise manner while appropriately handling confidential and personal information
• Maintains favorable working relationships with internal associates throughout the call center and field organization to partner together to provide the highest level of customer experience
• All other duties as assigned

Preferred Qualifications

Prior experience in a call center/contact center/customer service preferred

Benefits

• Competitive weekly pay and bonus opportunities
• A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days
• Up to $5,250 annually in tuition reimbursement
• Paid training and all the tools and resources you'll need to be successful