Customer Service Representative

Safelite Group; Miami, Fort Lauderdale (FL, FL); Remote; USD 20,000 - 29,000; Full time

Job summary

Safelite Group is hiring for a fully remote customer service role starting January 2027. The position requires residing in eligible states and attending training sessions Monday–Friday for three weeks, with start times at 9:00 AM–4:00 PM or 12:00 PM–7:00 PM ET.

The hourly pay begins at $18, with full-time and part-time schedules available. Candidates must have Windows 11, a fast internet connection, wired Ethernet, a headset, webcam, MFA app on mobile, and a dedicated quiet workspace.

Qualifications

• Customer service experience in a call center or similar environment.
• Ability to follow scripted prompts and handle inbound calls.
• Comfortable in a fully remote role with clear performance targets.
• Must have a dedicated workspace and reliable internet connection.

Responsibilities

• Answer inbound calls from customers and policyholders using scripted prompts.
• Enter claim data into production systems during live calls.
• Guide customers through filing a glass claim with empathy and rapport.
• Verify insurance coverage and deductible amounts and communicate results.
• Assist customers with scheduling repairs or recalibration services at Safelite or partner shops.
• Utilize provided systems to enhance the customer experience.
• Provide solutions to resolve complaints and offer accurate product and service information.
• Perform additional duties as assigned by leadership.

Skills

Customer service

Communication

Empathy

Active listening

Tools

Windows 11

Production systems

MFA app

Job description

This posting is for classes starting in January 2027.

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 currently have full-time and part-time schedules available (no 3rd shift/overnight availability).

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