Customer Service Representative

Role Overview

• 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.

Requirements

• Full‑time resident of one of the following states: Arizona, Florida, North Carolina, Ohio, or Texas
• You must provide your own equipment (requirements listed below)
• You must have a dedicated, distraction‑free workspace with no background noise
• 100% attendance required during training (Training Monday
• Friday for first 3 weeks, training classes are offered from either 9:00 AM
• 4:00 PM or 12:00 PM
• 7:00 PM eastern time)
• 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.

Benefits

• A benefits package including 401(k) plan with company matching
• Paid volunteer day
• 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.