Customer Service Team Lead

A bit about us

We employ 2,100 people across underwriting, claims, actuarial, IT and customer service. Regional offices in Los Angeles and five other cities support agents and policyholders.

The Customer Service Team Lead answers customer calls, chats and emails about orders, billing and account changes. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This role is fully remote within the US.

Job duties

• Follow scripts and required disclosures on recorded lines.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Look up orders, accounts and shipping status in the CRM and order system.
• Explain bills and payment options and take payments over the phone.
• Update customer records accurately.
• Complete required training and quality coaching sessions.
• Answer inbound calls, live chats and emails from a queue.

Minimum qualifications

• 7+ years of customer service, retail, hospitality or call center experience.
• High school diploma or GED.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

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

Compensation and benefits

Compensation: $64,000 - $77,000 per year

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• Paid parental leave.
• Life insurance.
• Uniforms provided.

EOE. We participate in E-Verify.

Offers are contingent on a background check and drug screen.

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 Keelloop Assurance Inc..