Senior Customer Service Advisor (Remote)

Our claims organisation handles more than 400,000 claims a year, including catastrophe response after hurricanes and hail.

Overview

Torchway Benefits is looking for a Senior Customer Service Advisor (Remote) to join a small, steady team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The company is based in Salt Lake City, the US. The team is spread across multiple countries. We hire in Sri Lanka through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Essential duties and responsibilities

• Document every interaction in Zendesk or Salesforce Service Cloud
• Complete required training and quality coaching sessions
• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead
• Escalate complaints that need a supervisor or another department

Minimum qualifications

• 7+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time

Preferred qualifications

• Prior billing or insurance call centre work
• Chat support experience
• Zendesk, Five9 or Genesys experience

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

Compensation and benefits

• Company laptop
• 20 days paid time off
• Co-working space stipend
• Performance bonus
• Flexible hours

Start: Immediately.

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