Contact Center Representative

Tivly is one of the fastest-growing, profitable Insurtech companies that connect 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.

Candidates must currently live in one of the following states:
Alabama, Florida, Georgia, Michigan, Mississippi, Missouri, North Carolina, Oklahoma, Tennessee, Texas, or Virginia.

Training: 16 days
Shift Availability: 12 PM- 9 PM Central Standard Time (1 PM - 10 PM Eastern Standard Time)

Summary
The work-from-home Contact 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.

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

Job Requirements

• 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.
• Five-day work week (full-time). Saturday may be required as a mandatory work day.
• Shift: 12 PM- 9 PM Central Standard Time

Equipment Requirements:

• Must have a desktop or laptop
• Access to high-speed internet
• Dedicated noise-free workspace
• RAM & CPU: less than 80% usage
• RAM (physical memory): minimum 8 GB

Qualifications

• Minimum of 2 years of experience providing customer support in a call center or similar environment
• Minimum of 2 years working from home
• High School diploma or equivalent
• Strong experience with technology and proficient with computers, including Google Workplace (formerly G Suite), Google Chrome, and CRM software
• Strong typing and data entry skills
• If applying for a bilingual role in Spanish, you must be fluent in speaking, reading, and writing
• Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice.
• Strong time management and decision-making skills.
• Interest in repetitive tasks.

Pay

• $14/hour

Inclusion: It's Simple, We All Belong
Tivly 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.

Applicant information collected during the hiring process will be used solely to assess qualifications, verify eligibility for employment, and make hiring decisions. Applicant data will be stored securely and retained only for as long as necessary to complete the recruitment process and meet legal, regulatory, and record-keeping requirements, after which it will be deleted or anonymized in accordance with our data retention policies.