Contact Center Representative

Tivly; Houston (TX); Remote; USD 16,000 - 23,000; Full time

Job summary

The Tivly work-from-home Contact Center Representative position is part of a fast-growing insurtech environment. You will handle inbound and outbound calls from small business owners seeking commercial insurance quotes, following scripts and using CRM tools to document interactions.

Ideal candidates have at least two years of remote call center experience, excellent communication skills, and comfort with performing repetitive tasks while meeting quality and productivity targets.

Qualifications

• Minimum of 2 years of customer support in a call center or similar environment.

Responsibilities

• Handle a large volume of inbound and outbound calls related to small business owners inquiring about commercial insurance needs
• Follow communication scripts and use knowledge of products and services to go off-script when necessary
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Meet daily qualitative and quantitative targets. Achieve all objectives for service, productivity, and quality standards
• Five-day work week (full-time). Saturday may be required as a mandatory work day.

Skills

Customer service

Call center

Remote work

Bilingual Spanish (optional)

Typing/Data entry

CRM software

Google Workspace

Reading scripts

Education

High School diploma or equivalent

Tools

Google Workspace

Google Chrome

CRM software

Job description

Tivly is one of the fastest-growing, profitable Insurtech companies that connect businesses with insurance solutions. Combining a best-in-class call center with a proprietary content and customer management platform, we deliver qualified new customers to our partners and match businesses with insurance providers who fit their specific business needs.

Candidates must currently live in one of the following states: Alabama, Florida, Georgia, Michigan, Mississippi, Missouri, North Carolina, Oklahoma, Tennessee, Texas, or Virginia.

Training: 11 AM - 6 PM CT for 16 days.

Summary

The work-from-home Contact Center Representative works in a high-volume, fast-paced environment, handling inbound and outbound calls (no cold calling) for customers seeking a commercial insurance quote for their small business.

The ideal candidate has a minimum of two (2) years of customer support experience working in a remote call center environment and is comfortable reading scripts.

As the voice of our company, the Contact Center Representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.

Job Requirements

• Handle a large volume of inbound and outbound calls related to small business owners inquiring about commercial insurance needs
• Follow communication scripts and use knowledge of products and services to go off-script when necessary
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Meet daily qualitative and quantitative targets. Achieve all objectives for service, productivity, and quality standards
• Five-day work week (full-time). Saturdaymay berequired as a mandatory work day.

Equipment Requirements

• Must have a desktop or laptop
• Access to high-speed internet
• Dedicated noise-free workspace
• RAM & CPU: less than 80% usage
• RAM (physical memory): minimum 8 GB

Qualifications

• Minimum of 2 years of experience providing customer support in a call center or similar environment
• Minimum of 2 years working from home
• High School diploma or equivalent
• Strong experience with technology and proficient with computers, including Google Workplace (formerly G Suite), Google Chrome, and CRM software
• Strong typing and data entry skills
• If applying for a bilingual role in Spanish, you must be fluent in speaking, reading, and writing
• Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice
• Strong time management and decision-making skills
• Interest in repetitive tasks

Pay

• $14/hour

Inclusion: It's Simple, We All Belong

Tivly celebrates diversity and equality! We are committed to building a team with a diverse variety of experiences, talents, and perspectives. We believe that creating a culture where everyone can fit in and belong has a positive influence on our communities and our customers. The more inclusive we are, the better our work will be. Creating a culture of equality isn’t just the right thing to do; it’s what Tivly chooses to do.