Customer Service Supervisor (Remote)

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year.

Overview

Southside Data is hiring a Customer Service Supervisor (Remote) to work remotely from the US. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote, open to candidates across the US. Day-to-day communication is in Slack and Google Meet.

What you'll be doing

• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Follow scripts and required disclosures on recorded lines
• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead
• Escalate complaints that need a supervisor or another department

What you need

• 8-10 years of customer service, retail, hospitality or call center experience
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• Typing speed of at least 35 WPM
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Nice to have

• Zendesk, Five9 or Genesys experience
• Chat support experience
• Experience handling escalations

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Pay range: $34.00 - $39.00 per hour. Final offer will depend on experience.

Benefits

• Health, dental and vision coverage starting on day one
• 401(k) with 4% match
• Paid sick leave

Southside Data provides equal employment opportunities to all employees and applicants.

We review applications on a rolling basis.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Southside Data Inc..