Bilingual (Spanish) Customer Service representative

SGS_JOB_3763

Admin/Clerical
Remote
Communication / Bilingual (Spanish) / Problem-solving / Empathy / Documentation / Multitasking / Adaptability

Contract - 12 Months

Small Description: The Customer Care Specialist serves as the primary contact for customers, delivering exceptional service by handling inquiries, resolving issues, and ensuring positive experiences across all interactions. The role requires managing high-volume inbound and outbound calls within a fast-paced call center environment while meeting performance and quality standards. Candidates utilize customer service experience and preferred insurance knowledge to address policy-related questions accurately, communicate bilingually in English and Spanish, and maintain precise documentation of customer interactions. Additionally the position emphasizes empathy, active listening, problem-solving, adaptability, and initiative to understand customer needs, resolve concerns, and proactively prevent future challenges while supporting organizational objectives.

Job Responsibilities:

  • Handle inbound and outbound customer calls, addressing inquiries, resolving issues, and ensuring positive experiences consistently.
  • Manage high-volume call center workload while meeting defined performance metrics and maintaining established quality standards.
  • Provide accurate information on policy-related questions using prior customer service experience and preferred insurance knowledge.
  • Communicate effectively with diverse customers, delivering bilingual support in English and Spanish while maintaining professionalism.
  • Document customer interactions accurately, ensuring complete records and compliance with internal processes and communication standards.
  • Listen empathetically to customer concerns, initiative to understand challenges, and resolve issues effectively every time.
  • Participate in training, special projects, and responsibilities while adapting priorities within a dynamic work environment.

Skills:

  • Strong verbal, written, and listening communication skills to effectively engage customers across diverse interactions daily.
  • Ability to problem-solve quickly, think critically, and deliver solutions while maintaining customer satisfaction standards consistently.
  • Proficiency in English and Spanish to provide bilingual support and clear communication during customer interactions.
  • Attention to detail for accurate documentation, data entry, and maintaining complete records of customer interactions.
  • Ability to multitask using technology systems for call handling, loan review, and documenting interactions efficiently.
  • Adaptability to thrive in fast-paced environments, adjust priorities, and handle changing responsibilities effectively under pressure.
  • Customer-focused mindset with empathy, active listening, and commitment to exceeding expectations in every interaction consistently.

Education/Experience:

  • Minimum high school diploma or GED required with least one year of relevant work experience.
  • College degree preferred with zero to one year work experience demonstrating foundational knowledge and capability.
  • Prior customer service or call center experience to manage high-volume interactions and meet performance expectations.
  • Experience handling inbound and outbound calls within fast-paced environments while maintaining quality and productivity standards.
  • Ability to communicate bilingually in English and Spanish diverse customer needs and provide accurate information.
  • Knowledge of insurance, mortgage banking, or property loss preferred for handling specialized customer inquiries effectively.
  • Ability to participate in training and apply learned systems, policies, and processes to customer interactions.

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