Customer Service Representative

Job Description
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 Arizona 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.
View all our health, wealth, and life offerings at (url removed).
The auto glass industry leader in the United States. Founded in 1947, we were proud to be celebrate our 75th Anniversary in 2022! Auto glass is our foundation and certainly our passion, but we are so much more! Over the years we have uncovered what does and does not work. What we have learned through these years, to have continued growth and evolution it all comes back to our people. At our core, we’re a People Powered organization - our people come first and our culture matters. We’ll help you find a fulfilling career path and encourage you to have a life both here and outside of work. Let us be a part of your journey and be the best place you’ll ever work!
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Internal Associates:
Already a member of the Safelite team? Apply through your Workday account by searching 'Find Open Jobs'.
Diversity:
Safelite welcomes everyone. We value our diverse workforce and suppliers, and we’re proud to be an equal opportunity employer. Learn more at (url removed)/Careers.
Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.
This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.
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