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, resolve issues related to Safelite’s National Lifetime Warranty, and manage multi-system record keeping. This role requires strong communication skills and the ability to handle complex, high-stress situations. Safelite offers competitive weekly pay, bonus opportunities, and a comprehensive benefits package valued at over $10,000, including a 401(k) plan, 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