Customer Care Representative

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. More than 9,000 organizations use our HR and payroll suite, from regional hospitals to school districts.

The position

We are adding headcount to this team, so this is a new seat. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This role is fully remote within the US. We send you a laptop and the accessories you need on day one.

Key responsibilities

• Explain bills and payment options and take payments over the phone
• Update customer records accurately
• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue
• Call customers back on open issues within the promised timeframe
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction

Qualifications

• 3+ years of customer service, retail, hospitality or call center experience
• Clear speaking voice and good listening skills
• Must pass a background check
• Reliable attendance. Schedule adherence is tracked
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Preferred

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

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

Pay range: $25.00 - $28.50/hr. Final offer will depend on experience.

Pay and benefits

• Home office stipend
• Referral program

Kestrelscale is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Most hires start within two to three weeks of an offer.

We are unable to sponsor visas for this position.

Duration: 6 months. Start: Immediately.

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