Senior Customer Service Advisor

About us:

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Most engineers work remotely and come into the office one week a quarter for planning.

We're looking for a Senior Customer Service Advisor to join our team. This is a remote role. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. We are headquartered in Waltham and have been hiring remotely since 2020. Contract role, full-time hours, paid in USD at the end of each month. Core hours are 9:00 AM to 1:00 PM US Eastern.

Responsibilities:

• Answer inbound calls, live chats and emails from a queue.
• Meet targets for handle time, quality score and customer satisfaction.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Escalate complaints that need a supervisor or another department.

About you:

• 5+ 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.
• Reliable attendance. Schedule adherence is tracked.

Schedule: Four 10-hour shifts, rotating weekend day

Pay and benefits:

• Paid in USD.
• Annual rate review.
• Paid time off.

The posting will close once we have a strong shortlist.

Please submit your CV in English.

Duration: 3 months. Start: Immediately.

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