Call Center Representative

Founded as a farmers' mutual in 1953, the company is now one of the larger mutual insurers in the US. We started in 1953 and have grown to about 320 people. January renewals keep everyone busy for a few weeks.

Position summary:

Kittiwake Insurance Agency is hiring for its Billing team in Barcelona. Full-time and part-time shifts available. The Call Centre Representative answers customer calls, chats and emails about orders, billing and account changes. The company is based in Fort Worth, the US. We are a distributed team spread across a few time zones. We engage team members in Spain as full-time contractors. Most of our contractors have been with us for more than two years. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Main duties:

• Look up orders, accounts and shipping status in the CRM and order system.
• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Process returns, exchanges, refunds and address changes.
• Call customers back on open issues within the promised timeframe.
• Explain bills and payment options and take payments over the phone.
• Meet targets for handle time, quality score and customer satisfaction.

Required qualifications:

• 3-5 years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Typing speed of at least 35 WPM.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.

Schedule: Part-time, 20 to 25 hours per week including Saturdays

Salary: €16,500-€20,000/year

Benefits:

• Paid time off.
• Flexible hours.
• Monthly payments via wire transfer or Wise.
• Monthly internet allowance.

We will only contact shortlisted applicants.

Duration: 12 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kittiwake Insurance Agency Inc..