Senior Customer Service Representative

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded as a farmers' mutual in 1991, the company is now one of the larger mutual insurers in India. We started in 1991 and have grown to about 9,000 people. Hail season means long days for field adjusters.

The role:

The previous person in this role moved to another team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You will be employed through our employer-of-record partner in the US, with a local contract and salary paid in USD. Most communication happens in Slack, with short video calls when needed.

Day to day:

• Escalate complaints that need a supervisor or another department.
• Follow scripts and required disclosures on recorded lines.
• Look up orders, accounts and shipping status in the CRM and order system.
• Answer inbound calls, live chats and emails from a queue.
• Explain bills and payment options and take payments over the phone.
• Transfer calls to the right department with a warm handoff.

What you need:

• Must pass a background check.
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• High school diploma or GED.

Preferred:

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

Schedule: Four 10-hour shifts, rotating weekend day

Rate: $25.00 - $29.50/hr

Benefits:

• Health insurance through our employer-of-record partner.
• Annual salary review.
• Paid parental leave.
• Public holidays observed per your country.
• Monthly internet allowance.

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

Start: Flexible.

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