Customer Service Representative, Spanish Speaking

About the role

We are seeking a dedicated and detail-oriented Customer Service Representative, Spanish Speaking to join our dynamic team. Reporting to the Communications Manager, this remote role involves providing excellent customer service through various communication channels, documenting customer accounts, managing email inboxes, and adapting to evolving customer needs.

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

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

Schedule

This is a remote role.