Senior Customer Service Advisor

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

About the role:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. The company is based in Salt Lake City, the US. The team is spread across multiple countries. We engage team members in India as full-time contractors. Most of our contractors have been with us for more than two years. You will need at least 4 hours of overlap with US Central time. You will need a stable internet connection and a backup power source (UPS or inverter).

What you'll do:

• Notice repeat problems and report them to your team lead.
• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Complete required training and quality coaching sessions.
• Look up orders, accounts and shipping status in the CRM and order system.

Qualifications:

• 7+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.
• Basic computer skills (Windows, Outlook, web browsers)

Nice to have:

• Experience handling escalations.
• Bilingual English and Spanish (pay differential)

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

Salary range: $1,200 - $1,650 per month

Pay and benefits:

• Monthly internet allowance.
• Flexible hours.
• Paid in USD.
• Annual rate review.

We look at every application, usually within a week.

This posting may close early if we receive enough applications.

Duration: 3 months. Start: Immediately.

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