Bilingual Customer Service Representative - 1 - Loyalty S... Job at Robert Half

We are offering a contract for a permanent position as a Bilingual Customer Service Representative in Columbia, South Carolina, United States. In this role, you will be a crucial part of our team, providing excellent customer service and contributing to our customer retention efforts. Your main duties will include addressing customer concerns, explaining our services and products, and ensuring a positive customer experience.

Responsibilities:

• Deliver clear and accurate information about insurance products to policyholders
• Handle both inbound and outbound calls to assist customers who wish to cancel their insurance coverage, resolving service and claim issues
• Match our products with the needs of the clients to ensure customer satisfaction
• Assist in the collection of both current and overdue premiums
• Provide comprehensive information about policy statuses to customers
• Troubleshoot basic technical issues related to our website or app
• Meet or exceed departmental standards related to quality, handle time, and other Key Performance Indicators (KPIs)
• Understand organizational objectives, support process improvements, and provide feedback to leadership
• Work various shifts within the timeframe of 8:30 a.m. - 7:00 p.m. EDT, Monday-Friday, with a hybrid work schedule of 3 days in office and 2 days remote
• Exhibit the organization's core values and shared traits, including personal connection, empathy, problem-solving, and ownership.• Proficiency in both English and Spanish languages
• Strong customer service skills and experience
• Excellent communication abilities, both written and verbal
• Previous sales experience and adeptness in selling products or services
• Experience in training team members or new recruits
• Familiarity with policy making and planning processes
• Quality assurance and control skills
• Experience in handling inbound and outbound calls
• Knowledge of insurance terms and protocols
• Supervising experience, demonstrating leadership skills
• Familiarity with time management tools and techniques
• Understanding of benefits functions and administration
• Experience in hiring processes, demonstrating recruitment skills
• Ability to troubleshoot and resolve issues effectively
• Knowledge of collection processes and procedures
• Proficiency in using websites and online tools for business operations
• Experience in claim administration and processing
• Understanding of standard practices in a customer service setting
• Excellent time management skills, with the ability to prioritize tasks
• Experience in executing plans and strategies effectively
• Demonstrated ability in collaboration and teamwork.