Bilingual Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming customer calls within a dynamic call center setting.

• Respond to inquiries regarding renewals, coverage, eligibility, billing, and policy modifications.

• Evaluate the needs of customers and agents to enhance satisfaction, promote business growth, and ensure retention.

• Offer expert advice and recommendations regarding insurance options.

• Utilize upselling and cross-selling strategies to inform customers about various insurance products and services.

• Achieve objectives related to call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability.

• Precisely maintain and monitor data across multiple computer systems.

• Deliver expert, 24/7 support to agents and their clients within the independent agency sector.

⛳️ Requirements

• Bilingual proficiency in English and Spanish.

• Possession of a valid Property & Casualty License or Personal Lines License is required.

• An associate degree in a business-related discipline is preferred, or equivalent experience is mandatory.

• A minimum of 6 months of relevant work experience is required.

• Previous customer service experience is preferred.

• Capability to review, document, and organize written information from diverse sources without a pre-defined format.

• Outstanding verbal, written, and interpersonal communication abilities.

• Competence in multitasking within a structured work environment.

• Ability to manage confidential and proprietary information effectively.

• Proficient with computer systems.

• Familiarity and capability to utilize Microsoft Office applications.

• A clear understanding of organizational policies, standards, and procedures.

• Willingness to work various shifts, including weekends and holidays.

• Required to complete approximately 12 weeks of mandatory training, Monday through Friday, from 10:00 AM to 6:30 PM EST, with successful performance.

🏝️ Benefits

• Flexible Time Off with an annual accrual of 15 days.

• Paid mandatory training lasting about 12 weeks.

• Comprehensive benefits package.

• Flexible workplace options.

• Opportunities for professional development.

• Employee Resource Groups.

• Benefits that support life and well-being.