Customer Service Team Leader

Catastrophe teams deploy adjusters within days of a major storm. We started in 1990 and have grown to about 460 people. January renewals keep everyone busy for a few weeks.

Position summary

We are backfilling a position after an internal move. The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in Los Angeles and have been hiring remotely since 2020. We hire in Nepal through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Our standups are at 9:00 AM Pacific. Communication happens mostly in Slack and short video calls.

Duties

• Update customer records accurately.
• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Explain bills and payment options and take payments over the phone.
• Escalate complaints that need a supervisor or another department.
• Process returns, exchanges, refunds and address changes.
• Follow scripts and required disclosures on recorded lines.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Required qualifications

• 7+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.
• Clear speaking voice and good listening skills.
• Must pass a background check.

Nice to have

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

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

What we offer

• Co-working space stipend.
• Paid parental leave.
• Company laptop.
• Wellness allowance.
• Annual learning budget.

We may close this posting early once we have enough applications.

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Within 30 days.

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