Bilingual Customer Service Associate - Queensbury, NY

This position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers.

About the role

As the first contact for customers, agents, brokers and/or internal business partners, the Operations Customer Service team at Travelers plays a key role in providing a positive experience. In the role of Customer Service Associate, you will handle a high volume of customer inquiries, primarily via inbound calls, in an accurate and efficient manner while demonstrating empathy and resolving their needs. As you expand your communication, technical, and business knowledge, you will have the opportunity to grow your career at Travelers.

Responsibilities

• Successfully complete applicable new hire training.
• Handle inbound inquiries from external customers and/or internal business partners via calls, emails, chats and/or other methods, taking the appropriate action, as needed.
• As you grow your knowledge and skills, increase the variety of interactions you are able to assist, which may include questions regarding quotes, policies, coverages, billing, audits, or application access/support.
• Build and maintain customer satisfaction and trust by actively listening to inquiries and effectively applying learned product, systems, and business area knowledge to educate and respond to the customer accurately and efficiently.
• Navigate multiple systems and platforms simultaneously while interacting with the customer.
• Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
• Ensure accurate and comprehensive documentation of information, following the defined guidelines and procedures of the corresponding business area.
• May support departmental projects and initiatives and take on other developmental opportunities.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• Fluent in English and Spanish language.
• Prior customer service experience.
• Strong verbal and written communication skills with the ability to clearly convey information to various audiences while showing empathy and understanding of the customer’s needs.
• Proficiency utilizing technology, including the ability to navigate across multiple systems simultaneously.
• Ability to analyze information and think critically to make informed decisions.
• Organizational and time management skills with the ability to handle shifting priorities in a high-volume, fast-paced environment.
• Flexibility and resiliency to navigate change.
• Desire to continuously acquire new skills and knowledge.

Pay

The annual base salary range for this position is $39,200.00 - $64,700.00. The actual salary will be determined by factors such as scope, complexity, location, skills, education, training, credentials, and experience. Employees are also eligible for performance-based cash incentive awards.

Location: Queensbury, New York