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Customer Experience Agent

5 months ago

Woburn, United States Safelite Full time

The Field/Regional Service Representative is responsible for creating an exceptional customer experience through inbound calls from customers, policyholders, insurance agents, and/or auto glass shops. This organized and energetic professional delivers a seamless and memorable experience during every customer interaction.

What Youll Get

  • Competitive weekly base pay starting at $19.00/hour.

  • Paid training and all the tools and resources you'll need to be successful.


What Youll Do

  • Answer incoming phone calls from customers, policyholders, insurance agents, and/or auto glass shops.

  • Assesses the needs of callers and resolve concerns quickly or escalate as needed.

  • Schedule customer appointments, assist technicians with work order discrepancies, verify insurance coverage information, alter existing scheduled appointments, and answer customer questions.

  • Respond to all emails regarding existing appointments, schedules appointments, etc. in a professional manner and escalate complex issues to senior team members or colleagues as needed.

  • Create work orders for commercial, rental and auction accounts.

  • All other duties as assigned.


What Youll Need

  • High School Diploma or GED; OR 1 to 3 years experience in contact center or retail services industry, preferred.

  • Knowledge of general business practices and terminology with an ability to learn new tools, technologies, processes and procedures.

  • Ability to operate a computer with the Microsoft Office suite and other standard office equipment, such as: phones, calculators, copy machines/printers, etc.; Experience with SV2 (Point of Sale) preferred.

  • Present a professional appearance and wear personal protective equipment.

  • Physical requirements: comfort working in a mostly stationary, highly structured performance-based environment while demonstrating high ethical and confidentiality standards.