Customer Service Representative

Founded as a farmers' mutual in 1953, the company is now one of the larger mutual insurers in the US. We started in 1953 and have grown to about 320 people. January renewals keep everyone busy for a few weeks.

Overview:

Kittiwake Insurance Agency is hiring a Customer Service Representative to work remotely from Spain. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We hire in Spain through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. We send you a laptop and the accessories you need on day one.

Duties:

• Call customers back on open issues within the promised timeframe.
• Notice repeat problems and report them to your team lead.
• 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.
• Follow scripts and required disclosures on recorded lines.
• Update customer records accurately.

Required qualifications:

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

Bonus points:

• Chat support experience.
• Experience handling escalations.

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

Perks and benefits:

• 24 days paid time off.
• Annual salary review.
• Wellness allowance.
• Home office setup budget.
• Annual learning budget.
• Company laptop.

Please submit your CV in English.

The posting will close once we have a strong shortlist.

Start: Immediately.

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