Bilingual Customer Service Representative I (Onsite)
Primary Duties & Responsibilities
The Bilingual Spanish Customer Service Representative I is responsible for engaging with customers on behalf of the company in a positive and professional manner. Handle customer service incoming calls from our English and Spanish agents and policyholders, translate documents from Spanish to English. Duties include answering phone calls and process request for changes to a policyholder's account and maintaining expert knowledge about company products and processing guidelines.
Daily Duties:
• Assist with daily call volume and process requests from customers.
• Provide accurate resolutions to customer inquiries in a professional and courteous manner.
• Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.)
• Meet Quality Assurance Requirements and other key performance metrics.
• Complete assigned projects in the planned time frame.
• Attend and complete training courses.
Required Skills
Knowledge, Skills, & Abilities:
• Excellent verbal & written communication skills with both English and Spanish customers.
• Excellent analytical skills and attention to detail.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Knowledge of customer service principles and practices.
• A high level of integrity, confidentiality, flexibility and support of management is expected at all times.
• Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers.
• Positive and helpful attitude.
• Individual must be a team player and be able to work independently.
• Proficient in Microsoft Office with Word, Excel, Outlook.
Applicable to all employees of Globe Life & Accident and its subsidiaries
• Reliable and predictable attendance of your assigned shift
• Ability to work full time and/or part time based on the position specifications.
Required Knowledge & Experience
Education & Work Experience:
• High school diploma or equivalent.
• One to two years customer service experience in a similar role required.