Customer Care Representative

Since 2009, the agency has placed crop and farm coverage across Kansas. We specialize in commercial insurance for contractors, trucking companies and restaurants. Most of the office has been here more than ten years.

The position

The Customer Care Representative answers customer calls, chats and emails about orders, billing and account changes. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This role is fully remote within the US. Day-to-day communication is in Slack and Google Meet.

In this role you will

• Notice repeat problems and report them to your team lead
• Transfer calls to the right department with a warm handoff
• Meet targets for handle time, quality score and customer satisfaction
• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue
• Look up orders, accounts and shipping status in the CRM and order system

Minimum qualifications

• 3+ years of customer service, retail, hospitality or call center experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check

Preferred qualifications

• Experience handling escalations
• Zendesk, Five9 or Genesys experience

The salary range for this role is $22.00 - $24.50 per hour. This range reflects base salary only.

Pay and benefits

• Home office stipend

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

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

Offers are contingent on a background check and drug screen.

Duration: 6 months. Start: Flexible.

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