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

We are offering a permanent employment opportunity for a Bilingual Customer Service Representative in CHICAGO, Illinois. This role primarily focuses on customer retention and selling the value of our products and services. The selected candidate will be the first point of contact for customers, addressing their service concerns, inquiries, and activities. This role requires a detail oriented and amicable approach, with a solid understanding of our products and systems.

Responsibilities:
• Address customer service concerns, inquiries and activities
• Assist clients by aligning our products with their needs
• Support policyholders with insurance product information
• Handle both inbound and outbound calls to assist customers wishing to cancel their existing insurance coverage, reviewing product benefits and/or resolving service and claims issues
• Contribute to the collection of current and past due premiums
• Deliver detailed information about policy statuses
• Conduct 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
• Understand organizational objectives, support process improvements, and provide feedback to leadership
• Exhibit and practice the organization's common purposes and shared traits
• Be willing to perform other duties as assigned
• Represent the organizational tenants: Personal Connection, Empathy, Problem-Solving and Ownership.• Proficiency in both English and Spanish languages
• Exceptional customer service skills
• Excellent communication abilities
• Sales experience, with a proven ability to sell
• Experience with training and supervising teams
• Knowledge of policy and planning processes
• Commitment to quality and execution of tasks
• Experience handling both inbound and outbound calls
• Understanding of insurance principles and claim administration
• Supervisory experience, demonstrating strong leadership skills
• Familiarity with time management tools and strategies
• Understanding of benefit functions and collection processes
• Experience with hiring processes and practices
• Ability to troubleshoot technical issues
• Proficiency in using websites and online tools
• Strong collaboration skills
• Ability to plan and execute tasks effectively