Customer Service Representative

Who we are:

Every account manager handles a full book, from quotes to renewals to claims questions. Personal lines make up about 70 percent of premium.

The role:

Houston Insurance Group is hiring for its operations team in Lincoln. Full-time and part-time shifts available. Remote within the US. The team meets in Houston once a quarter, travel covered.

Key responsibilities:

• Update customer records accurately.
• Answer inbound calls, live chats and emails from a queue.
• Explain bills and payment options and take payments over the phone.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Process returns, exchanges, refunds and address changes.
• Complete required training and quality coaching sessions.
• Look up orders, accounts and shipping status in the CRM and order system.
• Call customers back on open issues within the promised timeframe.

Skills and experience:

• 3+ years of customer service, retail, hospitality or call center experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked.
• Able to sit at a workstation and wear a headset for a full shift.

Preferred:

• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

What you get:

Salary: $19.50 - $22.00 per hour

• Health insurance.
• 401(k) with 4% match.
• Paid holidays.
• Dental insurance.

Agencies: please do not contact us about this role.

Start: Within 30 days.

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