Customer Service Team Leader

We employ 56,100 people across underwriting, claims, actuarial, IT and customer service. Commercial lines, personal lines and specialty programs are run as separate business units. Hail season means long days for field adjusters.

This is a backfill for a team member who moved to another team. Wrenfield Mutual is hiring for its Member Services team in Peshawar. Full-time and part-time shifts available. We are headquartered in San Jose and have been hiring remotely since 2020. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. Our standups are at 9:00 AM Pacific. Please make sure you have a quiet place to work and a solid internet connection.

What you'll do

• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Complete required training and quality coaching sessions

You'll need

• 8+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Clear speaking voice and good listening skills
• Must pass a background check
• Typing speed of at least 35 WPM

Pluses

• Prior billing or insurance call centre work
• Bilingual English and Spanish (pay differential)
• Experience handling escalations

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

Pay and benefits

• Performance bonus
• Wellness allowance
• Company laptop
• Annual salary review

Start: Immediately.

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