Senior Customer Service Representative

Our claims organization handles more than 400,000 claims a year, including catastrophe response after hurricanes and hail. Founded as a farmers' mutual in 1991, the company is now one of the larger mutual insurers in the US. Hail season means long days for field adjusters.

The role:

Looking for a Senior Customer Service Representative who wants to stay somewhere for a while. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote within the US. We meet in person once or twice a year.

In this role you will:

• Follow scripts and required disclosures on recorded lines.
• Answer inbound calls, live chats and emails from a queue.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Process returns, exchanges, refunds and address changes.

What you need:

• 5+ years of customer service, retail, hospitality or call center experience.
• Must pass a background check.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• High school diploma or GED.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.

Preferred qualifications:

• Chat support experience.
• Prior billing or insurance call center work.
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Expected salary range: $23.00 to $26.00 per hour, plus bonus eligibility.

Benefits:

• Health savings account (HSA) with employer contribution.
• 401(k) with company match.
• Three weeks of PTO to start.
• Uniforms provided.

Nelson Risk Advisors provides equal employment opportunities to all employees and applicants.

We read every application and reply within about a week.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Nelson Risk Advisors Inc..