What are the responsibilities and job description for the Bilingual Customer Service Representative position at Total Warranty Services?
Bilingual Claims Customer Service Representatives are responsible for the adjudication of a variety of claims submitted over the phone and online including, but not limited to, Tire & Wheel repairs, Pre-Paid Maintenance services, and Key replacement. They also provide information to policy holders and dealerships such as explaining contract coverage, claim processes, claim status updates and decisions, and other general inquiries. The position requires the CSR to be adept at utilizing a computer database, handling several ongoing cases simultaneously and seeing a claim filed to completion while offering efficient solutions to a variety of cases that are presented.
Must be able to work M- Thurs 10 AM - 7 PM and Friday 9 AM- 6 PM EST.
Essential Duties and Responsibilities
- Provide excellent & empathetic customer service in English or Spanish, while listening/communicating with customers and callers to understand and resolve their questions, issues, and/or needs.
- Adjudicate claims submitted online & over the phone for various types of coverage
- Effectively communicate information regarding contract coverage, claim processes, claim decisions, and more to customers, dealers, and coworkers.
- Identify and notate calls that need to be transferred and/or escalated to the appropriate channel(s).
- Troubleshoot problems (such as technical difficulties) and drive resolutions.
- Support and assist claims management with special tasks and projects as assigned by immediate supervisor, and back up other customer service representatives.
- Accurately document and process claims in appropriate systems and collaborate with others to analyze and process claims.
- Must be able to work 10:00 AM - 7:00 PM Mon-Thurs and 9:00 AM - 6:00 PM on Friday EST
- Other duties as assigned
- Fluent in Spanish (Written and verbal communication)
- High school diploma or GED
- 2 years’ experience working in a call center environment preferred
- Must type at least 25 - 30 wpm
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Excellent Microsoft Office (Excel, Word, Power Point, Outlook)
- Must be able to multi-task and effectively balance competing priorities
- Exceptional customer service skills
