Senior Customer Service Representative

Since 1999, the agency has placed crop and farm coverage across North Carolina. Most of our book is personal lines, with a growing share of small commercial accounts. Hail season means long days for field adjusters.

Role overview

We are adding headcount to this team, so this is a new seat. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Fully remote. You can work from anywhere in the US.

Day to day

• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.
• Notice repeat problems and report them to your team lead.
• Update customer records accurately.

Qualifications

• 5+ years of customer service, retail, hospitality or call center experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• High school diploma or GED.
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.

Preferred qualifications

• Experience handling escalations.
• Zendesk, Five9 or Genesys experience.
• Prior billing or insurance call center work.
• Chat support experience.

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

Pay: $27,000 - $34,000 per year

Benefits

• Medical, dental and vision insurance.
• 401(k) with 4% match.
• Three weeks of PTO to start.
• Weekly pay.
• Paid sick leave.
• Paid time off.
• Uniforms provided.

Raleigh Insurance Group provides equal employment opportunities to all employees and applicants.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Raleigh Insurance Group LLC.