Senior Customer Service Representative

The company

Founded as a farmers' mutual in 1953, the company is now one of the larger mutual insurers in the US. We started in 1953 and have grown to about 320 people. January renewals keep everyone busy for a few weeks.

Overview

This is a newly created position. The Senior Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. Our headquarters is in Fort Worth, and about a third of the team works remotely from other countries. We engage team members in Spain as full-time contractors. Most of our contractors have been with us for more than two years. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Main duties

• Update customer records accurately.
• Call customers back on open issues within the promised timeframe.
• Explain bills and payment options and take payments over the phone.
• Answer inbound calls, live chats and emails from a queue.

What we're looking for

• 7+ years of customer service, retail, hospitality or call centre experience.
• Reliable attendance. Schedule adherence is tracked.
• Able to sit at a workstation and wear a headset for a full shift.
• Clear speaking voice and good listening skills.
• Must pass a background check.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

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

Perks and benefits

• Monthly payments via wire transfer or Wise.
• Flexible hours.
• Company laptop.
• Paid time off.

The posting will close once we have a strong shortlist.

Duration: 12 months. Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kittiwake Insurance Agency Inc..