Customer Service Representative

Safelite is an auto glass company, but we're so much more. We're a place where you can build a fulfilling career and have a life. Our teams collaborate to make a difference, deliver extraordinary results, and bring unexpected happiness every day.

We're seeking remote Customer Service Representatives who can assist customers and help turn their days around. You'll be part of caring and passionate teams that value effort, authenticity, and creative ideas. Our goal is to deliver an all-around extraordinary experience for our customers.

Job Description

As a Customer Service Representative, you'll professionally answer inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts. You'll accurately enter claim data into our production systems while on a live phone call.

You'll effectively guide 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. You'll verify customer insurance coverage and deductible amounts and communicate this information to the customer.

You'll assist customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or at a non-Safelite shop, while honoring the customer's preference. You'll utilize systems and resources provided to enhance the overall customer experience.

You'll provide solutions to resolve customer complaints and concerns over the course of the call, while presenting the most accurate product and service information. Other duties will be assigned by leadership.

Professional Requirements

• You must be comfortable working in a highly structured performance-based environment while demonstrating high ethical and confidentiality standards.
• You should have knowledge of computer and telephone systems and the ability to operate those systems with confidence in a remote environment.
• You must establish rapport and credibility with customers, stores, and peers with a caring heart and service mindset.
• You should demonstrate a high level of empathy and integrity by always doing the right thing.
• You should have an upbeat personality and show an authentic willingness to assist our customers.

Work from Home Requirements

• You'll need a personal computer or laptop with Windows 10 or higher (Macs and Chromebooks are not compatible).
• You'll need high-speed internet that meets the following requirements: Download Speed 25 Mbps or higher, Upload Speed 10 Mbps or higher, Ping 50 ms or lower, Jitter 20 ms or lower.
• You'll need an Ethernet cable and the ability to connect directly to your modem (cannot use Wi-Fi).
• You'll need a USB wired headset and webcam.
• You'll need a dedicated workspace free from background noise and interruptions.

What You'll Get

You'll get competitive weekly pay and bonus opportunities, a benefits package including a 401(k) plan with company matching, paid volunteer day, and associate discounts. You'll also get up to $5,250 in tuition reimbursement per year. Paid training and all the tools and resources you'll need to be successful.