Customer Care Representative

Must live in one of the following states: Arizona, Florida, North Carolina, Ohio, or Texas.

The Customer Care Agent is an important role when communicating with our customers. These empathetic and understanding professionals provide efficient, helpful telephone support for claims processing and appointment scheduling. The Customer Care Agent is responsible for answering any questions related to Safelite’s National Lifetime Warranty, addressing any customer service issues and assist in resolving any escalated customer issues, which tend to be complex and high stress in nature.

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 www.safelitebenefits.com.

What You’ll Do

• Answers customer questions from incoming calls and emails and ensure all customer’s issues are resolved to recover high quality customer experience

• Verifies the nature and extent of the issue by reviewing and troubleshooting appropriate records and damage documentation to identify a problem resolution and educates the customer about Safelite’s practices and policies to deliver problem resolutions

• Provides updates to the appropriate parties as needed, providing new information as it becomes available, and draw to a close with a satisfactory resolution and follows up with the customer to determine the problem has been resolved and ensures customer delight

• Manages multi-system record keeping, documenting key activities in a clear, timely and concise manner while appropriately handling confidential and personal information

• Maintains favorable working relationships with internal associates throughout the call center and field organization to partner together to provide the highest level of customer experience

• All other duties as assigned.

What You’ll Need

• Age: Must be 16+ years of age.

• High school diploma or equivalent (or actively enrolled).

• Prior experience in a call center/contact center/customer service preferred.

• Ability to operate a computer and telephone systems while seated for extended periods of time.

• Strong communication skills, comfortable speaking with a pleasant voice, retaining composure, and building rapport among peers, stores and customers.

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  

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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