Bilingual Customer Experience Specialist

Job Description Job Description Objective
The Bilingual (Spanish/English) Customer Experience Specialist provides excellent customer experience for potential and existing customers. Identifies opportunities to cross sell and coordinates with sales specialists for follow-up. Assists the agency owner with attaining agency service goals.
Customer Service
Provides personalized, professional customer service experiences through building trust and developing strong customer relationships.
Responds to customer inquiries regarding coverages, billing, claims or products by following established agency processes and procedures.
Drives customer satisfaction by following the J.D. Power’s best practices: Personal Insurance Review, rate revision notification and claims process.
Processes changes to existing accounts and policies
Serves as a liaison on behalf of the customer between the agency and various business partners.
Assists customers with claims by directing them to the appropriate Claims Department contacts and resources. Follows up to ensure customer needs are addressed.
Agency Operations
Schedules appointments with existing or prospective customers for agency employees
Performs daily administrative functions to assist the agency owner, office manager or sales unit manager.
Assists with set up and execution of agency events.
Assist with cash handling and banking activities.
Insurance Sales
Participates in reviews of existing coverages and may advise customers regarding policy options.
Estimates and quotes policy premiums complying with underwriting guidelines.
Identifies cross-selling opportunities during customer interactions and takes appropriate action.
Contacts appropriate business partners for guidance when needed.
Education/Licenses/Designations
Property, casualty licenses (life and/or health to be determined by the agent). Licenses must be maintained to continue employment.
Valid driver’s license required.
Role Requirements
Demonstrated customer service experience.
Effective communication skills
Experienced with PC software applications (Microsoft Office Suites, Internet Explorer)
Solid knowledge and understanding of basic mathematical skills.
Working Conditions
This position may require the ability to work a schedule that includes evenings, nights, and/or weekends.
General office setting