Customer Service Representative

Safelite; Columbia (SC); Remote; USD 22,000 - 29,000; Full time

Benefits offered by this job

401(k) plan with company matching

Tuition reimbursement

Weekly pay checks

Paid training and tools

Job summary

Safelite seeks a remote Customer Care Agent to professionally answer inbound calls from customers, verify coverage, schedule repairs, and guide customers through the glass-claim process using scripted prompts.

Ideal candidates have 16+ years of age, a High School Diploma or equivalent, and prior contact center or customer service experience. Starting pay is $18/hour with bonus opportunities and weekly pay, plus a benefits package.

Qualifications

• Experience in a contact center or customer service role.
• Comfortable in a highly structured, performance-based environment.
• Ability to read and follow scripts while building rapport with customers.
• Strong empathy and integrity in interactions.

Responsibilities

• Answer inbound calls from customers, policyholders, or shops using scripts.
• Enter claim data into production systems during live calls.
• Guide customers through the glass-claim process and discuss coverage and deductibles.
• Assist with scheduling repairs or recalibration services per customer preference.
• Verify insurance coverage and communicate details to customers.
• Resolve complaints and provide accurate product/service information.
• Perform other duties assigned by leadership.

Skills

Customer service

Active listening

Empathy

Communication

Education

High School Diploma or equivalent

Job description

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.

Critical Position Requirements

• Full-time resident of one of the following states: Arizona, Florida, Georgia, Kansas, Mississippi, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, Tennessee, or Texas
• 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

WHAT YOU'LL DO

• 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.

WHAT YOU'LL NEED

• 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.