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.


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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