Customer Service Representative

Regional offices in Lawton and five other cities support agents and policyholders. Sweetgum Mutual is a property and casualty insurer writing policies in 30 states through independent agents. Founded in 1953, we now have 5,000 employees.

Position summary:

Our Lawton team is growing and we are hiring a Customer Service Representative. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The work is on site and cannot be done remotely.

Your responsibilities:

• Call customers back on open issues within the promised timeframe.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Update customer records accurately.
• Complete required training and quality coaching sessions.
• Process returns, exchanges, refunds and address changes.
• Follow scripts and required disclosures on recorded lines.
• Escalate complaints that need a supervisor or another department.

Qualifications:

• 3+ years of customer service, retail, hospitality or call center experience.
• Able to sit at a workstation and wear a headset for a full shift.
• Typing speed of at least 35 WPM.
• Comfortable using multiple screens and systems at the same time.
• High school diploma or GED.

Preferred qualifications:

• Experience handling escalations.
• Zendesk, Five9 or Genesys experience.
• Bilingual English and Spanish (pay differential)

Starting pay: $19.50 to $23.50 per hour, depending on experience and certifications.

What we offer:

• Medical, dental and vision insurance.
• 401(k) with company match.
• 11 paid holidays.
• Life insurance.
• Vision insurance.
• Dental insurance.

Sweetgum Mutual is an Equal Opportunity Employer, including disability and protected veteran status.

Start: Immediately.

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