Shop Care Customer Service Representative (CSR)

The Shop Care CSR is responsible for documenting and communicating pricing approvals or denials as part of the Safelite Solutions claimshandling process established by the Insurance Carrier. The role also includes answering questions from thirdparty shops regarding the status of their invoice payments.

Critical Position Requirements & Details:

• Must be a fulltime resident of Arizona, Florida, North Carolina, or Ohio

• Must provide your own equipment (see requirements below)

• Must have a dedicated, distractionfree workspace with no background noise

• 100% attendance is required during training. Training schedule is Monday - Friday from 9:00 AM - 4:00 PM ET for the first 3 weeks.

• Fulltime and parttime schedules available. Operating hours are Monday - Friday from 8:30 AM - 6:00 PM ET with various schedule options available.

• Starting pay is $18.00/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

• Reviews pricing approval requests from thirdparty shops and approves, denies, or escalates them to the Insurance Carrier based on established billing guidelines. Documents all decisions in the SGC website and sends required communications to thirdparty shops.

• Researches part availability and verifies that the requested part is valid for the specific vehicle and service using manufacturer/vendor websites and Mainframe.

• Sends instructions to thirdparty shops when additional documentation is required for invoice submission (e.g., proof of purchase, recalibration pre/post scans, sublet invoices, etc.).

• Performs other duties as assigned.

WHAT YOU'LL NEED

• Must be 16 years of age or older

• High school diploma or equivalent

• Prior customer service and call center experience preferred

• Ability to operate a computer and phone systems while seated for extended periods of time

• Knowledge of Microsoft programs and ability to type 30 WPM

• Experience with SGC Website, Salesforce, and Mainframe are a plus

WHAT YOU'LL GET

• Competitive weekly pay and bonus opportunities.

• Total job benefits valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.

• Up to $5,250 in tuition reimbursement per year.

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

• View all our health, wealth and life offerings at www.safelitebenefits.com.

This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.

This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the jobs essential duties because of an ADA disability.

Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.

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Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.

This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the jobs essential duties because of an ADA disability.