Customer Service Team Leader, Remote

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Catastrophe teams deploy adjusters within days of a major storm.

Position summary:

Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. The Customer Service Team Leader, Remote answers customer calls, chats and emails about orders, billing and account changes.

Duties:

• Transfer calls to the right department with a warm handoff.
• Answer inbound calls, live chats and emails from a queue.
• Update customer records accurately.
• Notice repeat problems and report them to your team lead.
• Escalate complaints that need a supervisor or another department.
• Process returns, exchanges, refunds and address changes.

What you need:

• 8-10 years of customer service, retail, hospitality or call centre experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.

Preferred qualifications:

• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.

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

What you get:

• Overtime pay.

Please mention your notice period and expected salary.

This posting may close early if we receive enough applications.

Duration: 12 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Sai Insurance Group.