Open Positions

Customer Care Representative

OnSource is a fast growing tech company with call centers located in Braintree, Massachusetts and Las Vegas, Nevada. OnSource enables insurance companies to get fast, fair and efficient claims and underwriting photo inspections through intuitive smartphone apps that take the guesswork out of insurance photography. Policyholders and claimants can use self-inspection apps or field inspectors to capture quality photo inspections of vehicles, real estate, and personal property.

We are seeking dynamic and self-motivated Customer Care Representatives to join our team.

Customer Solutions Team (INBOUND):  In this position, you will be the point of contact for customers, insurance adjusters, and our network of photo inspectors. The successful candidate will have a strong commitment to customer satisfaction and excellent communication skills. Job responsibilities include, but are not limited to:

  • Manage inbound calls in a timely manner
  • Handle caller questions, concerns, and complaints; identify caller needs, clarify information, research issues, and provide solutions
  • Identify and escalate priority issues to supervisor when necessary and appropriate
  • Follow communication "scripts" as needed
  • Record and maintain case notes in our case management system
  • Meet quality assurance requirements and quantitative targets

Customer Success Team (OUTBOUND):  In this position, you will perform scheduling and recruitment duties.  The ideal candidate will be energetic, positive, customer service oriented, and be able to maintain a high level of professionalism.  Job responsibilities include, but are not limited to:

  • Contact our clients' customers to schedule photo inspection appointments
  • Place outbound calls to recruit new inspectors to our network of photo inspectors
  • Identify and escalate priority issues to supervisor when necessary and appropriate
  • Follow assigned "scripts" as needed
  • Accurately record and maintain appointments, calls, and case notes in our case management system
  •  Meet quality assurance requirements and quantitative targets

Job Requirements:

  • High school diploma or GED
  • Prior customer service and/or call center experience preferred
  • Excellent phone, interpersonal, and verbal communication skills
  • Professional and courteous demeanor
  • Self-motivated, goal-oriented, and ability to work cooperatively in a team environment
  • Computer literate with knowledge of web and mobile apps
  • Ability to prioritize, multi-task and work in a fast-paced, dynamic environment
  • Strong analytical, problem-solving, listening, and customer service skills
  • Bilingual a plus

Pre-employment background check and reference checks are required.


A talented and driven senior level software engineer is required to help propel a rapidly growing company into a new stage of explosive growth. OnSource delivers value to its clients through its mobile application platform and data integration technologies. The company is constantly looking to augment its current software platforms and is looking to exploit state of the art technologies in data visualization, mobile communications, machine learning, and artificial intelligence. The Senior Software Engineer is a creative problem solver with first rate coding skills and a knack for disrupting things--in a positive way--with new ideas and novel solutions to business problems. 

Primary Job Duties

  • Write excellent code: well designed, efficient, maintainable, and extendable
  • Learn new technologies, coding languages, and software platforms
  • Develop and maintain web-based API's
  • Develop and maintain web sites and web-based applications
  • Develop and maintain back end web jobs
  • Develop and maintain mobile applications
  • Assume ownership of the team's software source code repository and defect tracking systems. Implement processes for source code modification, check-in, branching, and merging.
  • Serve as lead engineer on some projects. Duties would include technical design, technical oversight of other engineers, and potentially some project management.
  • Serve as a technology generalist, filling in as needed on any number of different projects
  • Help improve the company's practices for software requirements documentation, coding standards, quality assurance, and release management. Enforce best practices with other engineers. Potentially create or edit supporting documentation.
  • Some administration of the company's cloud platforms and services (primarily as a backup to system administrators)
  • Facilitate team growth, helping to train and integrate new software engineers
  • Work with technical support teams to obtain specific and actionable feedback regarding product defects and upgrade suggestions

Required Skills, Qualifications, and Experience

  • The following skills and experiences are required:
    • Must have at least six years of aggregate software development experience; at least four of these years must be in a professional setting.
    • Must be comfortable coding and deploying solutions with the .NET platform 
    • Must have specific experience in a cloud environment, preferably with at least one of Amazon S3 or Microsoft Azure. Must be comfortable spinning up new applications and services and understand the basic architecture of a virtualized environment.
    • Must have at least a basic, working understanding of TCP/IP stack protocols, especially HTTP
    • Must have a working understanding of encryption basics and be generally knowledgeable in regards to data security and security best practices
    • Must possess basic proficiency in SQL (any flavor)
    • Must have demonstrable experience in software system design
    • Must have at least a bachelor's degree, preferably in a computer-related field
  • The following skills and experiences are preferred, but not necessarily required:
    • Strong experience in C# and Java
    • Relational database experience--especially stored procedure development, user administration, and SQL tuning--on Oracle, SQL Server, and/or MySQL
    • Technical degree in computer science, computer engineering, or a related technical field
    • Strong experience with web technologies such as HTML5, CSS3, JavaScript, and common JavaScript libraries (e.g. JQuery)
    • Mobile platform experience including native app development, html-based app development, and experience with platforms such as PhoneGap or Xamarin
    • Google API's experience
    • Big Data experience with products such as Hadoop or MongoDB, and/or cloud platforms from Microsoft, Google, or Amazon
    • Basic understanding of ethernet and wireless protocols
    • Project management experience
    • Experience working in both Agile and Waterfall environments
    • The ideal candidate will have experience in start up environments as well as more established and formal corporate settings, and will have experience working in a high-growth environment

Position Details

  • This is a full time, exempt role
  • The Senior Software Engineer will report directly to the Chief Technology Officer
  • This is an on-site position, working out of any of the company's offices in Cambridge, MA, Braintree, MA, or Las Vegas, NV. Massachusetts-based employees will be expected to work out of the Braintree office at least once per week, and periodic travel will be required of Las Vegas-based employees.
  • Hours are flexible, but the Senior Software Engineer will be expected to coordinate with teams working out of several different time zones.

Pre-employment background check and reference checks are required.

 

Senior Software Engineer


OnSource is a fast growing tech company with call centers located in Braintree, Massachusetts and Las Vegas, Nevada.  OnSource enables insurance companies to get fast, fair and efficient claims and underwriting photo inspections through intuitive smartphone apps that take the guesswork out of insurance photography. Policyholders and claimants can use self-inspection apps or field inspectors to capture quality photo inspections of vehicles, real estate, and personal property.  

In support of continued growth, we are seeking a Customer Care Supervisor for our call center in Las Vegas, Nevada. The successful candidate will be self-motivated, positive, professional, and able to demonstrate exceptional leadership and management skills.  Responsibilities include, but are not limited to:

 

  • Work closely with Corporate Call Center Manager to supervise and manage team members to ensure the highest degree of quality, customer satisfaction, and compliance with Company policies and procedures to include employee scheduling; interviews for open positions; coaches, counsels and disciplines
  • Provide ongoing training and support to ensure a high level of customer service and experience
  • Motivate, develop, and coach team members
  • Establish performance targets and continuously monitor, analyze and track ongoing performance and results
  • Analyze data and metrics to identify trends and opportunities for continuous improvement
  • Assist team members with calls as needed
  • Performance management and tracking

 

Job Requirements:

  • Minimum High School Diploma or GED
  • Minimum 3-5 years supervisory experience, preferably in a call center environment
  • Excellent phone, interpersonal, and verbal communication skills
  • Knowledge and experience measuring, monitoring and analyzing performance metrics and standards
  • Ability to perform quantitative and qualitative analyses of existing business processes
  • Ability to coach, develop and mentor team members
  • Self-motivated, goal oriented, and ability to work cooperatively in a team environment
  • Computer literate with knowledge of web and mobile apps 
  • Detail-oriented and ability to prioritize, multi-task, and work in a fast-paced, dynamic environment 
  • Demonstrated listening and customer service skills

Pre-employment background check and reference checks are required.

Customer Care Supervisor


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