Senior Customer Service Representative

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded in 1972, we now have 6,600 employees.

We have an immediate opening for a Senior Customer Service Representative in Nashville. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This is an in-person role at our Nashville location.

Essential duties and responsibilities

• Escalate complaints that need a supervisor or another department.
• Answer inbound calls, live chats and emails from a queue.
• Look up orders, accounts and shipping status in the CRM and order system.
• Process returns, exchanges, refunds and address changes.
• Explain bills and payment options and take payments over the phone.
• Complete required training and quality coaching sessions.
• Meet targets for handle time, quality score and customer satisfaction.
• Follow scripts and required disclosures on recorded lines.

Required qualifications

• Typing speed of at least 35 WPM.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Benefits

Expected salary range: $26.50-$29.50 an hour, plus bonus eligibility.

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• Paid time off.

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

Please include a short note on why this role interests you.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Merrick Assurance Corp..