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.

Must be 16+ years of age.
High school diploma or equivalent (or actively enrolled).
Prior experience in a call center/contact center/customer service preferred.
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.

Customer Care Representative

Key skills