Customer Service Representative

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.

• 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

• 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

• 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.

• 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.

• 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.
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