Bilingual Customer Service Representative - TEKsystems

Job Hours: 8:30 a.m. - 7:00 p.m. EDT timeframe. Monday-Friday

Job Schedule: Hybrid Work Schedule 3 days in office 2 days remote

Training: 6 weeks - In- Office for the entire duration

Job Summary

Often the first point of contact for customers the Loyalty Services Representative is responsible for addressing customer service concerns inquiries and activities. The Loyalty Services Representative is responsible for retention and selling the value of products and services. As a Loyalty Services Representative he/she is responsible for creating a positive customer experience through professionalism amicability and knowledge of the products and systems.

Responsibilities

- Supporting policyholders with insurance product information

- Work with customers via inbound and outbound calls to assist those that wish to cancel their existing insurance coverage reviewing products benefits and/or solving service and Claims issues

- Assist clients by matching our products with the needs to the client

- Assist in the collection of current and past due premiums

- Provide detailed information about policies statuses

- Assist with basic technical troubleshooting for website/app related issues

- Consistently meets or exceeds expectations for departmental standards related to quality average handle time auxiliary time after call work and other KPIs.

- Exhibits and practices the Organizations Common Purposes and Shared Traits. Understands organizational objectives supports process improvements and provides feedback to leadership.

- Willingness to perform other duties as assigned.

- Expected to be able work various shifts within 8:30 a.m. - 7:00 p.m. EDT timeframe. Monday-Friday. Hybrid Work Schedule 3 days in office 2 days remote

- Represents the tenants: Personal Connection Empathy Problem-Solving and Ownership

Competencies

- Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems issues and situation.

- Continuous Learning: Demonstrates a desire and capacity to expand expertise develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth

- Initiative: Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.

- Adaptability: Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course

- Results Orientation: Effectively executes on plans drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving or failing to achieve desired results

- Values Orientation: Upholds and models client values and always does the right thing for the company colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company constantly acts and thinks one client.

Required Skills:

- Previous experience working as a customer service representative

- Friendly and professional demeanor.

- Excellent communication and interpersonal skills

- Critical thinking and

- Basic computer skills and knowledge of database software.

- Demonstrated attention to detail organizational skills and time management skills.

- Ability to work a flexible schedule to meet the needs of the business and performance requirements

- Ability to remain calm in stressful situations.

- Ability to explain detailed policy concepts in a simple way

- Bilingual skills verbal written read in English/Spanish

Education and Experience

- 1-2 years experience of customer service

- 1-2 years contact center experience

- Previous experience with retention efforts to retain customers preferred

- Previous phone sales experience is a plus

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.