Customer Service Representative

About us

Catastrophe teams deploy adjusters within days of a major storm. Hail season means long days for field adjusters.

The position

We are creating this position because the workload has grown. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Rome, and about a third of the team works remotely from other countries. You will be employed through our employer-of-record partner in the US, with a local contract and salary paid in USD. Working hours overlap with Central European Time. You get a company laptop and a headset before you start.

Responsibilities

• Process returns, exchanges, refunds and address changes.
• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.
• Explain bills and payment options and take payments over the phone.
• Update customer records accurately.
• Call customers back on open issues within the promised timeframe.
• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.

Minimum qualifications

• 3+ years of customer service, retail, hospitality or call center experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

What we offer

Compensation: $22.00 to $25.00 per hour DOE.

• Public holidays observed per your country.
• Monthly internet allowance.
• Home office setup budget.
• Paid sick days.
• Performance bonus.
• Annual salary review.
• Paid parental leave.

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

Start: Within 30 days.

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