Customer Service Representative

Safelite

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 are seeking remote Customer Service Representatives and currently have full-time and part-time schedule options available. We also have opportunities available for representatives that are bilingual in English and Spanish.

Safelite will be unlike any place you’ve ever worked. You’ll join caring and passionate teams that collaborate to make a difference, deliver extraordinary results, and bring unexpected happiness every day. Your effort, authenticity, and creative ideas will be valued and rewarded. Here at Safelite, we always put our customers first. We train our associates the importance of delivering a critical first impression that sets the stage for an all-around extraordinary experience. We invite you to come find a career and gain a family!

Applicants must reside in the state of Virginia and be able to provide their own equipment to start. Required equipment includes a personal computer or laptop (please note that Macs and Chromebooks are not compatible in our current environment) and high speed internet. Applicants must also have a distraction free workspace that is free from background noise and interruptions.

Essential Activities

  • Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or autoglass 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 ability 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

Work From Home Requirements

  • Personal computer or laptop with Windows 10 or 11. Please note that Macs and Chromebooks are not compatible with our current systems.
  • High Speed Internet that meets the below requirements High Speed Internet
  • 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 (cannot use wi-fi)
  • USB wired headset
  • Webcam
  • Dedicated workspace free from background noise and interruptions

What You’ll Get

  • Competitive weekly pay and bonus opportunities.
  • A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
  • Up to $5,250 annually in tuition reimbursement.
  • Paid training and all the tools and resources you’ll need to be successful.

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