Customer Service Representative - Remote

Product, engineering and support teams work out of offices in Laredo, Texas and two nearshore delivery centers. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year.

The role

The previous person in this role moved to another team. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote, open to candidates across the US.

Day to day

• Notice repeat problems and report them to your team lead.
• Meet targets for handle time, quality score and customer satisfaction.
• Follow scripts and required disclosures on recorded lines.
• Transfer calls to the right department with a warm handoff.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Call customers back on open issues within the promised timeframe.

Required qualifications

• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.
• Able to sit at a workstation and wear a headset for a full shift.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Nice to have

• Zendesk, Five9 or Genesys experience.
• Prior billing or insurance call center work.
• Chat support experience.

Schedule: Four 10-hour shifts, rotating weekend day

What you get

• Health savings account (HSA) with employer contribution.
• 401(k) with company match.
• Paid holidays.

Laredo Systems is an Equal Opportunity Employer, including disability and protected veteran status.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Within 30 days.

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