Customer Service Representative

Safelite is seeking a Customer Service Representative to assist customers in a fully remote role. The position involves answering inbound calls, guiding customers through the claims process, and providing solutions to their concerns.

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

Requirements:

• Full‑time resident of one of the following states: Arizona, Florida, North Carolina, or Ohio
• 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)
• Starting pay is $18.00/hour
• Personal computer or laptop with Windows 11. (Please note that Macs, Chromebooks, and tablets are not compatible with our current systems.)
• 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 (WiFi cannot be used in this position; some computers may not be equipped with an ethernet port and require an adaptor)
• USB wired headset
• Webcam
• Cell phone capable of downloading app for multifactor authentication and receiving push notifications
• Dedicated workspace 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