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.

Critical Position Requirements:

• Full‑time resident of one of the following states: Arizona, Florida, North Carolina, or Ohio

• 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 from 9:00 AM - 4:00 PM ET for 3 weeks)

• Starting pay is $19.00/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

• 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.

WHAT YOU’LL GET