Call Center Representative

Our claims organisation handles more than 400,000 claims a year, including catastrophe response after hurricanes and hail.

The position:

We are adding a Call Centre Representative to our Member Services team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our headquarters is in Salt Lake City, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in Italy, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Central time.

Essential duties and responsibilities:

• Call customers back on open issues within the promised timeframe.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Complete required training and quality coaching sessions.
• Explain bills and payment options and take payments over the phone.
• Process returns, exchanges, refunds and address changes.

Minimum qualifications:

• 3+ years of customer service, retail, hospitality or call centre experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Reliable attendance. Schedule adherence is tracked.
• High school diploma or GED.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Preferred:

• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.
• Bilingual English and Spanish (pay differential)

Pay: €17,000-€21,000 annually

Pay and benefits:

• Health insurance through our employer-of-record partner.
• Paid sick days.
• Co-working space stipend.
• 20 days paid time off.

Please submit your CV in English.

Start: Immediately.

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