Senior Customer Service Representative

A bit about us:

Regional offices in Ahmedabad and five other cities support agents and policyholders. Catastrophe teams deploy adjusters within days of a major storm. Most of the office has been here more than ten years.

Position summary:

Cottonvault Insurance is hiring for its Customer Care team in Kansas City. Full-time and part-time shifts available. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Our team is spread across 20 countries. Headquarters is in Ahmedabad. This is a full-time remote role. We use an employer of record in the US, so you get a proper employment contract, not a freelance agreement. We use Slack, Notion and Google Meet. Cameras on for team calls.

Responsibilities:

• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.
• Update customer records accurately.
• Meet targets for handle time, quality score and customer satisfaction.

Skills and experience:

• 7+ years of customer service, retail, hospitality or call center experience.
• Comfortable using multiple screens and systems at the same time.
• High school diploma or GED.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Why work with us:

Salary: $22.50 to $24.50 an hour

• Annual learning budget.
• Health insurance through our employer-of-record partner.
• Two weeks of paid leave at year end.
• Annual salary review.
• Flexible hours.

EOE. We participate in E-Verify.

We are not working with agencies on this role.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Cottonvault Insurance Ltd.