Customer Service Representative

Summary

Join Safelite as a remote Customer Service Representative and enjoy a fulfilling career with a supportive team. This part-time role offers the opportunity to assist customers, build rapport, and make a difference. You will handle inbound calls, process claims, and schedule services while utilizing provided systems and resources. The position requires strong customer service skills, computer proficiency, and adherence to company protocols. Applicants must reside in specific states, provide their own equipment, and meet specific internet speed requirements. Safelite offers competitive pay, benefits, and professional development opportunities.

Requirements

• 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
• Reside in Arizona, Florida, North Carolina, Ohio, or Texas
• Able to provide their own equipment to start
• Have a distraction free workspace that is free from background noise and interruptions
• Personal computer or laptop with Windows 10 or higher
• 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

Responsibilities

• Professionally answer a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts
• Accurately enter claim data into our production systems while on a live phone call
• Effectively and compassionately guide 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
• Verify customer insurance coverage and deductible amounts and communicate the information to the customer
• Assist customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop while honoring the customers preference
• Utilize systems and resources provided to enhance the overall customer experience
• Provide 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

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