Customer Relations Specialist - Remote

*Please note that while this role will operate remotely, it is required that the candidate resides within commuting distance of Zap Consulting’s South Charlotte office.*

Zap Consulting is a fast-growing, innovative consulting firm seeking a motivated customer service professional with excellent verbal and written communication skills, as well as a positive outlook and team-oriented disposition.

For our full-time permanent employees, we offer a competitive benefits package, including 18 days of PTO per year, 10 paid holidays, healthcare coverage, 401(K) plan, and paid parental leave.

As a fast-growing company, Zap Consulting believes in promoting from within and nurturing professional development. When you join our team, you are joining a group of people who care deeply for our company values and the individual aspirations of our employees. As we continue to grow our services and client base, we look within to fill senior roles and management positions.

Our mission is to provide fair, unbiased damage assessments for insurance professionals to help settle claims quickly and accurately. Our nationwide network of skilled technicians evaluates electronics, appliances, and HVAC equipment, both consumer and commercial. Our in-house team provides excellent customer service to promote our company and retain our excellent client base.

We assist our clients in providing a pain-free claims experience and are seeking a talented individual to join our team.

The Customer Relations Representative will be an integral member of the CR Support Team, aiding the Scheduling Team by answering incoming phone calls, making outbound calls to insureds to acquire claim information, and confirming appointments. This position is primarily phone based.

The ideal candidate is proficient in learning new skills and implementing company processes and procedures appropriately. The ideal candidate values frequent and constructive feedback with the understanding that practice makes perfect. If you are committed to providing an exceptional customer service experience 100% of the time, we want to meet you!

Primary Responsibilities:

• Providing excellent customer service via inbound and outbound phone calls with clients and insureds
• Adhering to all company policies and processes as delineated in training materials and supervisor instruction
• Routing calls to correct department or team member
• Entering assignments into company database with accuracy and attention to detail
• Verifying claim information over-the-phone with clients and insureds
• Scheduling inspections within homeowners’ preferred availability
• Working with other departments to ensure timely scheduling for clients and insureds
• Crafting professional emails to convey pertinent information with zero errors
• Communicating urgent or escalated situations to management, as needed
• Organizing workload based on priority/urgency
• Other tasks as needed to assist Scheduling Department

Requirements & Experience:

• Minimum of two years customer service experience
• Data entry experience, ability to complete accurate documentation
• Professional written & verbal communication, phone skills, empathetic customer service
• Initiative, attention to detail, enjoys working on a team or independently
• Ability to multitask and prioritize workload, calm under pressure

Company Benefits:

• 18 days PTO per year and 10 paid holidays
• Blue Cross Blue Shield Health Insurance
• Life insurance at no expense
• Optional vision and dental plans
• 401(k) plan to set aside pre-tax earnings
• Paid parental leave

Remote Requirements:

This is a remote work-from-home position. Zap Consulting’s headquarters is located in South Charlotte, NC and it is required that employees live within commuting distance to the office as in-person meetings may be scheduled during the duration of employment.

A home office or quiet remote work area with zero distractions is required.

Company laptop will be provided.

Zap Consulting’s work from home policy requires a minimum download speed of 10 MB/s (preferred download speed of 25 MB/s). You can test your download speeds at www.speedtest.net.

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• How many years of data entry experience do you have?

Experience:

• Customer service: 2 years (Required)

Work Location: In person