Contact Centre Advisor

Our claims organisation handles more than 400,000 claims a year, including catastrophe response after hurricanes and hail. Columbus Insurance is a property and casualty insurer writing policies in 30 states through independent agents.

Role overview

This role opened up after a team member moved internally. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Our headquarters is in Columbus, and about a third of the team works remotely from other countries. Contract role, full-time hours, paid in USD at the end of each month. Core hours are 9:00 AM to 1:00 PM US Eastern. You need a reliable internet connection and somewhere quiet to work.

Day to day

• Escalate complaints that need a supervisor or another department.
• Process returns, exchanges, refunds and address changes.
• 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.
• Look up orders, accounts and shipping status in the CRM and order system.
• Update customer records accurately.
• Call customers back on open issues within the promised timeframe.

Minimum qualifications

• 3-5 years of customer service, retail, hospitality or call centre experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Typing speed of at least 35 WPM.
• Must pass a background check.
• High school diploma or GED.
• Reliable attendance. Schedule adherence is tracked.

Nice to have

• Experience handling escalations.
• Prior billing or insurance call centre work.
• Knowledge of e-commerce order systems such as Shopify.

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

Compensation: ZMW 11,500 to ZMW 14,000 a month

Compensation and benefits

• Monthly internet allowance.
• Paid time off.

We review applications as they come in.

Duration: 3 months. Start: Immediately.

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