Multi-Channel Bilingual Customer Care Representative

This vacancy is open on our outsourcing project.

The client is an American company that has been offering digital billing services and payment solutions to the insurance industry since the 1950s. They have evolved from a family-built general agency to a leader in premium financing software and business process outsourcing for the property and casualty insurance sector.

This position requires strong communication skills adaptability and the ability to manage multiple tasks in a fast-paced performance-driven environment.

Key Responsibilities:

1. Handle customer inquiries via:

• Phone calls
• Web messages
• Emails
• Group chats

2. Provide accurate information and document each customer interaction thoroughly.

3. Resolve customer inquiries efficiently while meeting established performance metrics.

4. Deliver empathetic and professional customer support to ensure a positive customer experience

5. Coordinate follow-ups through the companys internal software platform.

6. Remain engaged and available across assigned digital support channels throughout the workday.

Performance Expectations:

• Average of 71 phone interactions per day
• Average handle time: 5 minutes and 30 seconds
• Average of 56 web messages per day
• Average interaction time: 7 minutes
• Maintain queue coverage for approximately 7 hours per day

Position requirements:

• Fluent in English and Spanish (written and spoken) is a must.
• 2 years in a high-volume contact center with voice and chat channels in remote environment.
• Typing speed: 40 WPM with strong grammar and spelling.
• Excellent communication problem-solving and multitasking abilities.
• Tech-savvy experience with Genesys and/or Zoho is a plus.
• A customer-first mindset with patience empathy and a passion for helping others.
• Alignment with our core values: Integrity Respect Flexibility Self-Evaluation Knowledge and Compassion.

Qualifications:

• Strong verbal and written communication skills
• Ability to multitask across multiple digital platforms
• High attention to detail and accuracy
• Strong time management and organizational skills
• Ability to meet performance metrics consistently
• Comfortable working in a remote environment

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 Wi-Fi) 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:

• Monday to Friday between 6:00 AM and 5:00 PM Pacific Standard Time (typically from 8:40 AM to 5:10 PM PST)
• This is a full-time remote employee role. 40-hour work week (M-F) 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
• US public holidays

*The specified number of vacation and sick days is based on a full year of employment (12 months)

If you are someone who leads with heart learns with curiosity and shows up with purpose we encourage you to apply and join our team.

Employment Type: Full-Time Fully remote

Location: Perú/México/Colombia/El Salvador/Costa Rica/Ecuador/Guatemala