Customer Service Representative

Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work. Are you looking for a fully remote role where you can assist customers and help turn their days around? If so, this may be the role for you! We currently have full-time and part-time schedules available (no 3rd shift/overnight availability). Critical Position Requirements: Full‑time resident of one of the following states: Arizona, Florida, North Carolina, or Ohio You must provide your own equipment (requirements listed below) You must have a dedicated, distraction‑free workspace with no background noise 100% attendance required during training (Training Monday - Friday for first 3 weeks, training classes are offered from either 9:00 AM - 4:00 PM or 12:00 PM - 7:00 PM eastern time) Starting pay is $18.00/hour WORK FROM HOME REQUIREMENTS Personal computer or laptop with Windows 11. (Please note that Macs, Chromebooks, and tablets are not compatible with our current systems.) High Speed Internet that meets the below requirements: Download Speed = 25 Mbps or higher Upload Speed = 10 Mbps or higher Ping = 50 ms or lower Jitter = 20 ms or lower Ethernet cable and the ability to connect directly to your modem (WiFi cannot be used in this position; some computers may not be equipped with an ethernet port and require an adaptor) USB wired headset Webcam Cell phone capable of downloading app for multifactor authentication and receiving push notifications Dedicated workspace free from background noise and interruptions ESSENTIAL ACTIVITIES Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts. Accurately enters claim data into our production systems while on a live phone call. Effectively and compassionately guides customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs. Verifies customer insurance coverage and deductible amounts and communicates the information to the customer. Assists customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop while honoring the customers preference. Utilizes systems and resources provided to enhance the overall customer experience. Provides solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate product and service information. Other duties assigned by leadership. PROFESSIONAL REQUIREMENTS Must be comfortable working in a highly structured performance-based environment while demonstrating high ethical and confidentiality standards Knowledge of computer and telephone systems and the ability to operate those systems with confidence in a remote environment The desire to establish rapport and credibility with customers, stores and peers with a caring heart and service mindset The ability to read and utilize provided scripting in a conversational and timely manner Demonstrates a high level of empathy and integrity by always doing the right thing Has an upbeat personality and can show an authentic willingness to assist our customers Previous experience working in a contact center or other customer service role 16+ years of age High School Diploma or equivalent, or actively enrolled WHAT YOU’LL GET Pay is $18.00/hour and offers bonus opportunities. A benefits package including 401(k) plan with company matching, paid volunteer day, and associate discounts. Weekly pay checks! Up to $5,250 in tuition reimbursement per year. Paid training and all the tools and resources you'll need to be successful. View all our health, wealth, and life offerings at www.safelitebenefits.com.