Customer Service Representative

Summary

Join Safelite as a part-time, fully remote Customer Service Representative! Based in Arizona, Florida, North Carolina, Ohio, or Texas, you will handle inbound calls from customers, accurately enter claim data, guide customers through the claims process, verify insurance coverage, and schedule services. You'll need a distraction-free workspace, reliable high-speed internet, and your own equipment. The role requires excellent communication and empathy, along with previous customer service experience. Safelite offers competitive pay, bonus opportunities, benefits including a 401(k) plan, paid time off, tuition reimbursement, and paid training. This is a chance to build a fulfilling career with a company that values its employees.

Requirements

• Applicants must reside full-time in Arizona , Florida , North Carolina , Ohio , or Texas
• Must be able to provide their own equipment to start with high speed internet that meets speed requirements
• Must have a distraction free workspace that is free from background noise and interruptions
• 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 desire 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
• 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 answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass 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

Benefits

• Pay is $16.50/hour and offers bonus opportunities
• A benefits package including 401(k) plan with company matching, paid volunteer day, and associate discounts
• Weekly pay checks!
• Up to $5,250 in tuition reimbursement per year
• Paid training and all the tools and resources you'll need to be successful