Bilingual Customer Service Representative

Job Title: Customer Service Representative (Workplace Benefits)

Location: Chicago, IL (Onsite)

Duration: 6 Months (Contract to hire)

Job Hours: Our hours Monday Friday are 9:30 am-6:00 pm CST

Job Schedule-Some Saturday hours may be required.

Job Summary

The CWB Representative role supports the CWB contact center by servicing customers through inbound/outbound calls and emails. Ideal candidates thrive in a fast-paced environment, demonstrate attention to detail, excel in communication, and possess strong problem-solving skills. The primary goal is to deliver exceptional customer experiences. In addition, assisting with functions that include but is not limited to:

Responsibilities

Provide superior customer experience via incoming telephone calls in a fast-paced, automated, high-volume contact center environment

Assume ownership and timeliness in handling callers requests in an efficient, accurate and professional manner

Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)

Ability to navigate multiple systems and applications to research, analyze and resolve requests & inquiries

Maintain performance and quality standards

Analyze information to make appropriate decisions and solve problems, while maintaining a positive phone experience

Ability to learn the basic concepts of personal lines insurance principles and Client and Combined products offered to our CWB customers

Work collaboratively with team members, and business partners to provide a positive customer experience for our caller

Ability to work 40 hours a week on scheduled shift between the hour 7am-8pm CST; work overtime and weekends as needed

Assist with special requests as needed.

Complete additional tasks and other projects/duties as assigned

Qualifications

Minimum of high school diploma or equivalent; college degree or currently pursuing is preferred.

1-2 years experience of Insurance background

Customer- focused mindset and dedication to providing exceptional service to employees

Previous experience in a high-volume contact center with a focus on decision making, problem solving and delivering superior customer service is a plus!

Outstanding, effective, and service focused communication skills, both verbal and written

Proficient in computer skills, multi-application navigation and multi-tasking

Accepts accountability