Customer Service Specialist

Regional offices in Ahmedabad and five other cities support agents and policyholders. Catastrophe teams deploy adjusters within days of a major storm. Most of the office has been here more than ten years.

Position summary:

Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The Customer Service Specialist answers customer calls, chats and emails about orders, billing and account changes. Our headquarters is in Ahmedabad, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in the US, so you get a proper employment contract, not a freelance agreement.

Job duties:

• Look up orders, accounts and shipping status in the CRM and order system.
• Explain bills and payment options and take payments over the phone.
• Transfer calls to the right department with a warm handoff.
• Notice repeat problems and report them to your team lead.
• Follow scripts and required disclosures on recorded lines.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.

What you need:

• 3-5 years of customer service, retail, hospitality or call center experience.
• Must pass a background check.
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Preferred:

• Bilingual English and Spanish (pay differential)
• Prior billing or insurance call center work.
• Chat support experience.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Compensation: $21.00 - $23.00 per hour DOE.

Compensation and benefits:

• Home office setup budget.
• Paid sick days.
• Monthly internet allowance.
• Paid parental leave.

Please include a short note on why this role interests you.

Start: Immediately.

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