Customer Service Supervisor

Since 2009, the agency has placed crop and farm coverage across Kansas. We specialize in commercial insurance for contractors, trucking companies and restaurants. Most of the office has been here more than ten years.

Role overview

The Customer Service Supervisor answers customer calls, chats and emails about orders, billing and account changes. Remote within the US. The team meets in Overland Park once a quarter, travel covered. We use Slack, Notion and Google Meet. Cameras on for team calls.

Job duties

• Process returns, exchanges, refunds and address changes
• Explain bills and payment options and take payments over the phone
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines

Minimum qualifications

• 8-10 years of customer service, retail, hospitality or call center experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED
• Must pass a background check

Nice to have

• Chat support experience
• Experience handling escalations
• Prior billing or insurance call center work

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

Pay: $27.00 - $32.50 per hour

Pay and benefits

• Health insurance
• 401(k) with company match
• 11 paid holidays
• Employee discount
• Paid training
• Home office stipend

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

Offers are contingent on a background check and drug screen.

Start: Immediately.

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