Customer Service Representative II

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded in 1972, we now have 6,600 employees.

About the role

Merrick Assurance has an opening for a Customer Service Representative II. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. On site, Bucharest.

What you'll be doing

• Follow scripts and required disclosures on recorded lines
• Look up orders, accounts and shipping status in the CRM and order system
• Update customer records accurately
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Transfer calls to the right department with a warm handoff
• Answer inbound calls, live chats and emails from a queue
• Notice repeat problems and report them to your team lead

What you need

• 5-7 years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)

Preferred qualifications

• Zendesk, Five9 or Genesys experience
• Knowledge of e-commerce order systems such as Shopify
• Prior billing or insurance call centre work
• Bilingual English and Spanish (pay differential)

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

Perks and benefits

• Private medical care
• Extra annual leave days
• Overtime paid
• Life insurance

Start: Immediately.

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