Customer Service Representative, Spanish Speaking

About the role

Resonance CX Partners seeks a dedicated and detail-oriented Customer Service Representative, Spanish Speaking to join our remote team at Veracity. This role reports to the Communications Manager and is responsible for delivering accurate, timely, and high-quality support to customers across multiple communication channels.

Responsibilities

• Provide excellent customer service through phone, email, chat, or other contact methods, while communicating clearly and professionally
• Thoroughly and accurately document all customer accounts immediately after any action
• Effectively use job tools and job aids, applying basic troubleshooting steps to resolve customer inquiries before escalating
• Aid in simple certificate requests and manage email inboxes
• Self-manage tasks, taking initiative and working independently with minimal supervision to ensure optimal service
• Adapt quickly to shifting customer needs and channel demands, while demonstrating empathy in every customer interaction
• Provide frontline feedback on recurring customer pain points to improve processes and AI responses

Requirements

• A high school diploma or equivalent required
• 2+ years' experience in customer service
• Ability to obtain and maintain a Property and Casualty (P&C) insurance license
• Strong problem-solving skills to troubleshoot issues before escalation
• Strong written and verbal communication skills
• Proficiency with common customer service software and systems, such as CRM tools
• Strong time management and multitasking abilities to handle multiple customer interactions and tasks efficiently
• Comfortable using AI-enabled support tools (e.g., chatbots, AI knowledge bases, or generative AI assistants) to help find information and draft customer responses, with a willingness to learn and follow company guidelines

Qualifications

• High school diploma or equivalent required

Skills

• Strong problem-solving skills
• Effective communication skills
• Proficiency with customer service software
• Ability to adapt to changing customer needs

Benefits

• Health, dental, and vision plans
• Amazing work-life balance with 4 weeks of Paid Time Off
• 10 Paid Company Holidays with 2 floating holidays
• 401K Programs with employer match
• Personal assistance programs for support in a healthy personal and work life

Pay

$18/hr during training; $21/hr upon successful completion of licensing and training

Schedule

Remote work