Bilingual Customer Service Representative

This is a Contract to Hire position as a Bilingual Customer Service Representative with a hybrid work schedule- onsite at the office in Columbia, SC 3 days per week and remote 2 days per week.

Job Description:
As often the first point of contact for customers, the Loyalty Services Representative addresses service concerns and inquiries while focusing on retention and promoting the value of combined products and services. The representative creates a positive experience through professional, friendliness and knowledge of combined products and systems.

Responsibilities:

• Support policyholders with insurance product information.
• Work with customers via inbound and outbound calls to assist those wishing to cancel their existing insurance coverage, review products, benefits, and/or solve service and claims issues.
• Match products to clients' needs.
• Assist in collecting current and past-due premiums.
• Provide detailed information about policy statuses.
• Assist with basic technical troubleshooting for website/app-related issues.
• Consistently meet or exceed departmental standards related to quality, average handle time, auxiliary time, after-call work, and other KPIs.
• Exhibit and practice the organization’s common purposes and shared traits. Understand organizational objectives, support process improvements, and provide feedback to leadership.
• Willingness to perform other duties as assigned.
• Represent the combined values of personal connection, empathy, problem-solving and ownership
• Take an organized and logical approach to thinking through problems. Break down complex issues into manageable parts and look beyond the obvious to uncover root causes.
• Demonstrate a desire and capacity to expand expertise, develop new skills, and grow professionally. Take ownership of opportunities to learn, acquire new knowledge and deepen technical expertise.
• Willingly go above and beyond what is required. Meet objectives on time with minimal supervision. Be self-motivated and seize opportunities to make a difference.
• Redirect efforts in response to changing circumstances. Be receptive to new ideas and new ways of doing things. Effectively prioritize competing demands and shifting objectives.
• Execute plans effectively, drive for results, and take accountability for outcomes. Persevere in challenging situations and capitalize on opportunities.
• Uphold and model company values. Act ethically, maintain professional integrity and foster collaboration within your team and across the company.

Requirements:

• Previous experience as a customer service representative
• Friendly and professional demeanor
• Excellent communication and interpersonal skills
• Critical thinking skills
• Basic computer skills and knowledge of database software
• Strong attention to detail, organizational skills, and time management abilities
• Ability to work a flexible schedule to meet business needs and performance requirements
• Ability to remain calm in stressful situations
• Ability to explain detailed policy concepts in a simple way
• Bilingual skills (verbal, written, read) in English/Spanish (preferred)
• 1-2 years of customer service experience
• 1-2 years of contact center experience
• Previous experience with retention efforts (preferred)
• Previous phone sales experience is a plus
• High school diploma required; bachelor’s degree (preferred)
• Expected to work various shifts within the 8:30 a.m. to 7:00 p.m. EDT time frame, Monday-Friday. Hybrid work schedule: 3 days in office, 2 days remote

Contact:
Rebecca Sami
(312) 884-0419
rsami@jacobsononline.com
 

Refer a Colleague: 

Do you know someone who would be interested in this project? Submit your referral directly by emailing the Jacobson contact listed above or submitting them through this form. If your referral is hired for a contract assignment and meets all other eligibility criteria, you will receive a referral bonus!