Customer Service Specialist

The company underwrites workers' compensation for small and mid-sized employers. Our claims team handles property and auto claims from first notice of loss through settlement. Most of the office has been here more than ten years.

Overview:

The role is new and comes from growth in our client base. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This role is fully remote within the US. We use Slack, Notion and Google Meet. Cameras on for team calls.

In this role you will:

• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Transfer calls to the right department with a warm handoff
• Update customer records accurately
• Explain bills and payment options and take payments over the phone
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Look up orders, accounts and shipping status in the CRM and order system

Minimum qualifications:

• 3+ years of customer service, retail, hospitality or call center experience
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Nice to have:

• Prior billing or insurance call center work
• Knowledge of e-commerce order systems such as Shopify
• Experience handling escalations

Schedule: Four 10-hour shifts, rotating weekend day

Starting pay: $26.50-$30.00 per hour, depending on experience and certifications.

What we offer:

• Health insurance
• 401(k) with 4% match
• Paid sick leave
• Employee discount
• Overtime available
• Three weeks of PTO to start

We read every application and reply within about a week.

Start: Immediately.

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