Customer Service Specialist

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded in 1972, we now have 6,600 employees.

Position summary

Our Houston team is growing and we are hiring a Customer Service Specialist. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. On site, Houston.

Main duties

Process returns, exchanges, refunds and address changes. Follow scripts and required disclosures on recorded lines. Transfer calls to the right department with a warm handoff. Look up orders, accounts and shipping status in the CRM and order system. Document every interaction in Zendesk or Salesforce Service Cloud. Escalate complaints that need a supervisor or another department. Meet targets for handle time, quality score and customer satisfaction.

Qualifications

2-4 years of customer service, retail, hospitality or call center experience. Reliable attendance. Schedule adherence is tracked. Able to sit at a workstation and wear a headset for a full shift. Basic computer skills (Windows, Outlook, web browsers).

Preferred qualifications

Prior billing or insurance call center work. Chat support experience. Knowledge of e-commerce order systems such as Shopify. Bilingual English and Spanish (pay differential).

Schedule: Four 10-hour shifts, rotating weekend day

What you get

Health, dental and vision coverage starting on day one. 401(k) with a 100% match up to 5%. 12 weeks of paid parental leave. Dental insurance.

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

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 Merrick Assurance Corp..