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Customer Service Representative

3 months ago

North Richland Hills, United States ProtectAll Full time
Job DescriptionJob Description

Position Title: Customer Service Representative

Employee Status: Hourly/Non-Exempt

Reports To: Call Center Supervisor

Location: North Richland Hills, TX

Why you want to join the team:

  • Competitive compensation
  • Medical, Dental, Vision, and Supplemental benefits
  • 401(k) Retirement Plan with up to a 3% match
  • Paid time off
  • Floating holiday
  • Company paid holidays
  • Hybrid schedule (after initial training period and determined by business discretion)
  • Incentive bonuses
  • Intentional career mapping for employee advancement
  • Discounts on high-end bedding products

Who you are:

You are as passionate about company culture and values as we are. You want to put all of your strengths and talents to work, not just to support products and warranties, but to positively impact our customers and partners. You value the "bigger picture,” and you pursue self-awareness and emotional intelligence. You want to be coached and develop new skills while offering your unique perspective and expertise to advance the mission of ProtectAll & HealthySleep.

Our Mission: To provide the highest quality, most innovative, consumer-centric products and services in the industry.

What you’ll do:

ProtectAll has an opening for a Claims Adjudication Specialist (CSR) to join our call center team. The position is responsible for answering various calls including new claims, claims status, and dealer and technician inquiries. You get to serve as a liaison, provide claims and service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Responsibilities:

  • Provide accurate, valid, and complete information by using the right methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
  • Demonstrate a passion for exceptional customer service and first-call resolution
  • Quickly develop a rapport with the consumer over the phone by having a professional and friendly attitude
  • Possess a working knowledge of our protection plans' terms and conditions to better assist customers
  • Explain the status of claims, determine the appropriate follow-up action, and process for completion of the claim
  • Provide customers with specific instructions on cleaning and maintenance of furniture and/or the ability to offer alternate suggestions to assist in claim resolution
  • Compose grammatically correct correspondence through various channels
  • Maintain a positive, empathetic, and professional attitude toward customers and team members at all times

What you bring:

  • High school diploma or equivalent; some college coursework preferred
  • 2+ years customer service experience preferred
  • Strong verbal and written communication skills
  • Computer and technology literacy including Microsoft Office and ability to learn industry-specific software
  • Bilingual (English & Spanish) preferred, not required
  • Employment contingent on successful completion of a background check and drug test

Work Environment & Schedule: 

This role works in a high volume, inbound call center. The Protection Service Center Hours are from 8:00 a.m. until 8:00 p.m. Monday – Saturday (multiple shifts). During the initial training and nesting period, employee will be required to be on-site at North Richland Hills headquarters from 8:00-5:00. After the first 90 days, the employee will be reviewed and if they are meeting company metrics and expectations, may have the option to transition into a hybrid schedule.

Who We Are: 

At ProtectAll & HealthySleep, we are industry leaders in protection plans and top of bed products. We are changing the way people buy and use their furniture, mattresses, appliances, electronics, and much more. At ProtectAll, we know "oops" happens, so we help consumers protect their investments and provide exceptional customer service when things do break. Everything we do at ProtectAll is designed around the customer, so they can get back to enjoying their lives - and their purchases - without the hassle of traditional warranties.

At ProtectAll, we are passionate and intentional about our Core Values and seek committed individuals who pursue the same:

  • Honesty and Integrity
  • Do what is right and fair
  • Treat ALL people with respect
  • Exceed our customers' expectations
  • Be a great place to work
  • Give back

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