Bilingual Customer Service Representative

Job Title: Bilingual Producer Service Representative (Bilingual Customer Service)

Location: Phoenix, AZ, 85027

Duration: 6 Months (Temp to Perm)

Pay Rate: $22/hr

Job Summary

• The Producer Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities.
• The Producer Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures.
• As a Producer Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined's products and systems.

Responsibilities

• Demonstrate consistent good quality and performance results.
• Provide consistent service that is customer focused and professional.
• Supporting Field Sales agents with insurance product information
• Assist with basic technical troubleshooting
• Be able confident and capable to handle all new business, underwriting, claim and compensation situations.
• Learn soft skills while communicating with customers
• Focus on customers' needs and develops a customer centric approach in servicing customer's needs.
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction 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.
• Learn all policy product lines, all procedures for the core and worksite calls.
• Provides support for business partners as needed.
• Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership.

SKILLS

• Ability to effectively communicate and build strong partnerships with newer employees.
• Basic computer skills and knowledge of database software.
• Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.
• 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.
• Friendly and professional demeanor.
• Excellent communication and interpersonal skills.
• Ability to remain calm in stressful situations.
• Supplemental insurance knowledge and licensing is a plus.
• Bilingual language proficiency
• Bilingual skills (verbal, written, read)

Competencies

• Problem solving take an organized and logical approach to thinking through problems and complex issues
• Initiative Willing to do more than is required or expected
• Adaptability ability to redirect personal efforts to respond to changing environment
• Results Oriented effectively executes son plans, drives for results and takes accountability for outcomes
• Qualifications - External

Education And Experience

• High school diploma or general education degree (GED); Associate degree preferred.
• 2+ years' experience in a contact center environment preferred.