Bilingual Client Customer Service Representative

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Job description

A Client Customer Service Representative is an individual who is not licensed or is newly licensed to sell insurance. This individual will provide basic customer service tasks and administrative support to those who are licensed and selling/servicing Personal Lines and Commercial Lines insurance. This individual may also provide administrative support to Account Managers and Account Executives when needed. The Client Service Representative will be the liaison between the company and the customer. The Client Service Representative will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

• Managing large amounts of inbound calls in a timely manner.
• Processing customer payments accurately and timely.
• Assisting with handling any inbound and outbound mail received in the office.
• Responsible for effectively following call center "scripts" when handling different issues.
• Identifying customers' needs to route the customer to the appropriate person.
• Engaging in active listening with callers, confirming or clarifying information and diffusing any customers concerns, as needed.
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all customer requests and/or interactions in our policy management system.
• Meet personal/team qualitative and quantitative targets.
• Adhering to all company policies and procedures.

Job Requirements

• Minimum of six months in a call center environment
• Bilingual in Spanish and English
• Pleasant and professional telephone demeanor
• 1+ Customer service experience
• Bilingual preferredDemonstrates well-developed computer skills (internet, email, word processing, spreadsheets, hardware, keyboarding).
• Strong time management and decision making skills