Contact Center Representative - 100% Remote

Tivly is one of the fastest-growing, profitable insurtech companies, connecting businesses with insurance solutions. Combining a best-in-class call center with a proprietary content and customer management platform, we deliver qualified new customers to our partners and match businesses with insurance providers who fit their specific business needs.

Summary:

The remote Call Center Representative works in a high volume fast-paced environment handling inbound and outbound calls (no cold calling) for customers seeking a commercial insurance quote for their small business.

The ideal candidate has a minimum of two (2) years of customer support experience working in a remote call center environment and is comfortable reading scripts. Candidates must reside in the United States.

As the voice of our company, the Call Center Representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.

• Handle a large volume of inbound and outbound calls related to small business owners inquiring about commercial insurance needs
• Follow communication scripts and use knowledge of products and services to go off-script when necessary
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Meet daily qualitative and quantitative targets. Achieve all objectives for service, productivity, and quality standards

Equipment Requirements:

• Must have a Windows, Apple or Chromebook device.
• Access to high-speed internet. A hardwired connection is required
• Dedicated workspace
• Processor: Intel i5 8th Generation or newer. AMD Ryzen and Celeron processors are not viable for Tivly.
• Processor: macOS 11 or newer (Big Sur 11, Monterey 12, Ventura 13, & Sonoma 14
• RAM & CPU:< 80% usage
• RAM (physical memory): minimum 8 GB

Qualifications:

• Minimum of 2 years experience providing customer support in a call center environment
• Minimum of 2 years working remotely
• High School diploma or equivalent
• Strong experience with technology and proficiency with computers, including Google Workplace (formally G Suite), Google Chrome, and CRM software
• Strong typing and data entry skills
• Bilingual in Spanish is highly preferred
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Strong time management and decision-making skills

Inclusion: It's Simple, We All BelongTivly celebrates diversity and equality! We are committed to building a team with a diverse variety of experiences, talents, and perspectives. We believe that creating a culture where everyone can fit in and belong has a positive influence on our communities and our customers. The more inclusive we are, the better our work will be. Creating a culture of equality isn’t just the right thing to do, it’s what Tivly chooses to do.