Bilingual Customer Care Specialist
Bilingual Customer Care Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
The client is an US company that has been offering digital services and payment solutions to the insurance industry since the 1950s evolving from a familybuilt general agency to a leader in premium financing software and business process outsourcing for the property and casualty insurance sector.
Choosing to work for us as an employee or as a client means choosing to work with really good people. Integrity compassion and respect are vital to the character of the people that work at our company. Knowledge flexibility and constant selfevaluation are drivers of our success. Our work environment rewards excellence not egos.
Job Responsibilities:
Meet/exceed key performance indicators (KPIs):
- Handle 71 calls per day 95% availability to answer calls 5.5minute average handle time 3.0 average call quality score.
- Handle inbound calls answer questions research accounts and process requests relating to payments quotes account changes etc.
- Respond to customer emails with accurate information in a timely manner.
- Make transfer calls or escalations when appropriate.
- Keep timecards and availability status updated.
- Participate in team chats to share knowledge and best practices.
Position requirements:
- Fluency in English and Spanish (verbal and written).
- High school diploma required; college or vocational degree preferred but not required.
- Minimum 2 years experience in an inbound call center.
- Minimum 12 years experience providing customer service in a fastpaced environment.
Skills & Competencies:
- Conscientiousness attention to detail and following all procedures accurately and thoroughly.
- Compassion ability to empathize with frustrated customers and remain positive.
- Emotional intelligence ability to stay calm under pressure and defuse tense situations.
- Assertiveness ability to ask good questions and control calls with empathy and professionalism.
- Multitasking ability to use multiple computer systems while speaking with customers.
- Communication Skills exceptional verbal written and active listening skills.
- Problem Solving ability to think critically to resolve nonroutine issues.
- Technical Skills ability to quickly learn new software programs databases and call center technology.
- Teamwork collaborate positively with team to meet goals.
Technical Requirements:
Dual monitors (one of which can be a laptop screen) a headset webcam hardwired computer connection (computer connected to router by LAN cable not WiFi) and the following minimum system specifications:
- RAM: 8 GB
- Storage: 128 GB SSD
- Processor: Intel Core i3 or AMD Ryzen 3
- Operating System: Windows 10
*This is a fully remote role and we do not provide equipment.
Desired Work Schedule:
- Work schedule is 7:00 AM 3:30 PM or 8:40 AM 5:10 PM Pacific Standard Time (Monday to Friday)
- Each 8hour shift includes two 10minute breaks (one before lunch one after lunch) and one 30minute lunch after the first 4 hours.
- This is a fulltime remote employee role. 40hour work week (MF) in a busy incoming call center.
Were offering:
- Ability to work remotely (Must work Pacific hours)
- Dependable salary
- Up to 10 working days of paid vacation per year
- Up to 5 working days of absences for illness per year
*The specified number of vacation and sick days is based on a full year of employment (12 months)
If you fit this position wed love to see your CV
Employment Type: FullTime
Location: work from home (Peru/Mexico/Colombia/El Salvador)
Employment Type
Full Time
