Job Title: Bilingual Customer Service Representative
Duration: 6+ Months (CTH)
Location: Columbia, SC
Job Summary
Often the first point of contact for customers, the Loyalty Services Representative is responsible for addressing customer service concerns, inquiries and activities. The Loyalty Services Representative is responsible for retention and selling the value of Combined products and services. As a Loyalty Services Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Client’s products and systems.
Responsibilities
- Supporting policyholders with insurance product information
- Work with customers, via inbound and outbound calls, to assist those who 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
Competencies
- Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.
- Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth
- Initiative: Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.
- Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course
- Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results
- Values Orientation: Upholds and models Client values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Client”
Qualifications for Internal Candidates
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
