Senior Customer Service Advisor

About us

Every account manager handles a full book, from quotes to renewals to claims questions. Personal lines make up about 70 percent of premium. We close at 3 p.m. on Fridays in the summer.

About the role

We are adding a Senior Customer Service Advisor to our operations team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our headquarters is in Anchorage, and about a third of the team works remotely from other countries. Employment is through our payroll partner in Serbia. Salary is paid monthly in local currency. You will need at least 4 hours of overlap with US Eastern time.

Main duties

• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone
• Call customers back on open issues within the promised timeframe
• Notice repeat problems and report them to your team lead
• Escalate complaints that need a supervisor or another department
• Follow scripts and required disclosures on recorded lines
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system

What you'll need

• Able to sit at a workstation and wear a headset for a full shift
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED

Nice to have

• Zendesk, Five9 or Genesys experience
• Bilingual English and Spanish (pay differential)

Schedule: Four 10-hour shifts, rotating weekend day

Compensation and benefits

Salary range: RSD 175,000 to RSD 200,000 per month

• Paid parental leave
• Home office setup budget
• 24 days paid time off

Please include your notice period and salary expectations.

Start: Immediately.

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