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
