Call Center Representative

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded as a farmers' mutual in 1991, the company is now one of the larger mutual insurers in India. We started in 1991 and have grown to about 9,000 people. Hail season means long days for field adjusters.

Job summary:

Caskridge Mutual is hiring for its Billing team in Waco. Full-time and part-time shifts available. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our team is spread across 9 countries. Headquarters is in Ahmedabad. This is a long-term contractor role, paid monthly in USD. We use Slack, Notion and Google Meet. Cameras on for team calls.

Essential duties and responsibilities:

• Follow scripts and required disclosures on recorded lines
• Escalate complaints that need a supervisor or another department
• Process returns, exchanges, refunds and address changes
• Explain bills and payment options and take payments over the phone
• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Complete required training and quality coaching sessions
• Notice repeat problems and report them to your team lead

Required qualifications:

• 3-5 years of customer service, retail, hospitality or call center experience
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM
• Basic computer skills (Windows, Outlook, web browsers)

Preferred qualifications:

• Zendesk, Five9 or Genesys experience
• Chat support experience
• Prior billing or insurance call center work
• Bilingual English and Spanish (pay differential)

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Pay: $20.50 - $23.50 per hour

Benefits:

• Annual rate review
• Paid time off

EOE. We participate in E-Verify.

Applicants must be authorized to work in the U.S.

Duration: 9 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Caskridge Mutual.