Customer Service Representative II

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded as a farmers' mutual in 1993, the company is now one of the larger mutual insurers in the US. Continuing education credits are tracked and reimbursed.

The role:

Hartwell Mutual has an opening for a Customer Service Representative II. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The work is on site and cannot be done remotely.

What you'll do:

• Escalate complaints that need a supervisor or another department.
• Follow scripts and required disclosures on recorded lines.
• Transfer calls to the right department with a warm handoff.
• Look up orders, accounts and shipping status in the CRM and order system.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.

What you need:

• 5+ years of customer service, retail, hospitality or call center experience.
• Clear speaking voice and good listening skills.
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked.

Preferred qualifications:

• Experience handling escalations.
• Prior billing or insurance call center work.
• Bilingual English and Spanish (pay differential)
• Chat support experience.

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

Pay: $24.50 - $27.50 per hour

Compensation and benefits:

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid parental leave.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hartwell Mutual Corp..