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