Job Title: Bilingual Customer Service Representative
Duration: 6+ Months (CTH)
Location: Columbia, SC (Hybrid)
Responsibilities • Supporting policyholders with insurance product information • Work with customers, via inbound and outbound calls, to assist those that wish to cancel their existing insurance coverage, reviewing products, benefits and/or solving service and Claims issues • Assist clients by matching our products with the needs to the client • Assist in the collection of current and past due premiums • Provide detailed information about policies statuses • Assist with basic technical troubleshooting for website/app related issues • Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPI's. • Exhibits and practices the Organization's Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership. • Willingness to perform other duties as assigned. • Expected to be able work various shifts within 8:30 a.m. - 7:00 p.m. EDT timeframe. Monday-Friday. Hybrid Work Schedule, 3 days in office, 2 days remote • Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership
Skills • Previous experience working as a customer service representative • Friendly and professional demeanor. • Excellent communication and interpersonal skills • Critical thinking and • Basic computer skills and knowledge of database software. • Demonstrated attention to detail, organizational skills, and time management skills. • Ability to work a flexible schedule to meet the needs of the business and performance requirements • Ability to remain calm in stressful situations. • Ability to explain detailed policy concepts in a simple way • 1+ years of experience • Bilingual skills (verbal, written, read) in English/Spanish
Education and Experience • 1-2 years' experience of customer service • 1-2 years contact center experience • Previous experience with retention efforts to retain customers preferred • Previous phone sales experience is a plus • High School required; bachelor's degree preferred