Bilingual Customer Service Representative

Job Title

Job Description Education High school diploma or general education degree (GED) required Associate degree preferred 2+ years' experience in a contact center environment preferred Skills Bilingual language proficiency required (verbal, written, and read) Basic computer skills and knowledge of database software Effective problem solving and process improvement skills Strong attention to detail, organizational skills, and time management Ability to work a flexible schedule to meet business and performance requirements Friendly and professional demeanor Excellent communication and interpersonal skills Ability to remain calm in stressful situations Ability to effectively communicate and build strong partnerships with newer employees Supplemental insurance knowledge and licensing is a plus Problem solving — takes an organized and logical approach to complex issues Initiative — willing to do more than is required or expected Adaptability — ability to redirect efforts to respond to a changing environment Results Oriented — executes plans, drives for results, and takes accountability for outcomes Job Description Address escalated customer service concerns, inquiries, and activities Handle specific call types and complete requests per departmental guidelines and procedures Create a positive customer experience through professionalism, amicability, and product/system knowledge Demonstrate consistent good quality and performance results Provide consistent, customer-focused, and professional service Support Field Sales agents with insurance product information Assist with basic technical troubleshooting Confidently handle all new business, underwriting, claim, and compensation situations Learn soft skills while communicating with customers Focus on customers' needs and develop a customer-centric approach Consistently meet or exceed departmental standards for quality, average handle time, auxiliary time, after call work, customer satisfaction, and other KPIs Exhibit the Organization's Common Purposes and Shared Traits Understand organizational objectives, support process improvements, and provide feedback to leadership Learn all policy product lines and all procedures for core and worksite calls Provide support for business partners as needed Represent the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**