Bi Lingual (Spanish) Call Center Customer Service Specialist I | 100% In-Office – call center environment

General Summary

The Call Center Customer Service Center Specialist I provide support to range of EMPLOYERS’ customers, both internal and external, via inbound/outbound calls and e-mails. The Customer Service Center Specialist I is motivated to maintain customer satisfaction and contribute to the organizations success by resolving any emerging issues a customer might face with accuracy and efficiency.

Call Center Customer Service Specialist Essential Duties and Responsibilities

• Customer Experience
  • Must be bi-lingual (Spanish)
  • Deliver an exceptional customer experience while answering calls, emails, or chats from a minimum of 2 workgroups.Provide information, answer questions and offer or facilitate resolution to customer inquiries.
  • Provide accurate information to customers of assigned groups in accordance with company policy and department guidelines.
  • Defuse situations through research, customer education and exploring alternative solutions.
  • Demonstrate listening skills while exhibiting good customer service, persistence and respect to promote ease of doing business with EMPLOYERS and a reputation of integrity. 

• Call Center Customer Service Specialist Process and Procedure
  • Document details of interactions consistently, timely and accurately.
  • Act in accordance with policies, procedures, statutes and state laws, as applicable.
  • Process requests for forms and applications.
  • Route calls when necessary to appropriate resource.
  • Assist clients with registering and navigating EMPLOYERS online systems.
  • Follow through on customer communications via phone, email or chat as needed.

• Call Center Customer Service Specialist Functional and Technical
  • bi-lingual (Spanish)
  • Display basic knowledge and competency in assigned workgroup(s).
  • Meet performance and quality standards.
  • Recognize and alert management of trends in customer calls.
  • Utilize internal and external resources to improve knowledge and skill base.
  • Other duties may be assigned.

Call Center Customer Service Specialist Job Requirements

• bi-lingual (Spanish)
• Must have High School diploma or GED equivalent.
• Must have three years experience in a call center environment.
• Ability to perform multiple tasks simultaneously.
• Ability to adjust priorities appropriately in a fast paced environment.
• Ability to conduct business efficiently and effectively over the telephone utilizing proper phone etiquette.
• Ability to read, write, and communicate clearly in English.
• Demonstrated customer service experience.
• Possess basic PC skills including Outlook, Word, Excel spreadsheets and Internet use.
• Demonstrate attention to detail with timeliness and accuracy.
• Maintain high standards, measures despite pressing deadlines and added responsibilities.

Preferred, But Not Required

• Experience with cloud based Call Center ACD/CRM software preferred.
• Experience with Five9 telephony system preferred.
• Relevant product knowledge (Insurance or Workers’ Compensation).
• Bilingual English/Spanish communication skills preferred.
• Associates Degree preferred. 

An equivalent combination of education and experience may be substituted for the requirements listed above.

Work Environment

• This position is required to be in-office full time with minimal travel to other office locations/meeting locations occasionally.This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.
• This is largely a sedentary role; however, some mobility is required
• May work early, late, or occasional weekend hours to accommodate business needs
• Occasional lifting of a maximum of 30lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Pay Rate: $21.50 per hour along with comprehensive benefits package with 401k and match. Please follow the link to our benefits page for details! https://www.employers.com/careers/our-benefits-and-perks/

About EMPLOYERS:

As a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work!

We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS®!

Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees.

We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients as well as how we treat each other!

At EMPLOYERS, you’ll discover an energetic environment that inspires top achievement. As “America’s small business insurance specialist”, we have the resources, a solid reputation and an expanding nationwide identity to enrich your work/life and enhance your career. #LI-HA1 #HP22