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 KPIs.

Exhibits and practices the Organizations 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; bachelors degree preferred