Bilingual (SP) Customer Service Representative

iA American•Austin, TX

3d•Hybrid

About The Position

Build the future with us. Are you passionate about helping customers and delivering exceptional service? Do you enjoy solving problems and creating positive experiences for customers and business partners? As a Bilingual Customer Service Representative, you will play a key role in supporting customers, dealerships, and lenders by processing cancellations, resolving service inquiries, and ensuring accurate and timely handling of requests. This position is a great opportunity to showcase your customer service expertise and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

Requirements

Strong attention to detail and accuracy.
Customer service excellence and commitment to customer satisfaction.
Strong analytical and problem-solving abilities.
Organizational skills and ability to prioritize multiple tasks effectively.
2+ years of customer service experience, preferably within insurance, financial services, automotive, or a related industry.
Fluent in Spanish, both written and verbal.
Located in Austin, TX and able to work in a hybrid environment, including in-office attendance twice per month.
Strong computer skills, including proficiency with Microsoft Office applications and the ability to quickly learn new systems.
Strong written and verbal communication skills.
Works effectively both independently and as part of a team.
Adaptability in a changing business environment.
Positive, learning-oriented attitude and a commitment to continuous improvement.
English proficiency (intermediate to advanced) is required, as this role involves communicating with customers, dealerships, lenders, and internal stakeholders through phone calls, emails, and written correspondence on a daily basis.
Applicants must be authorized to work for any employer in the U.S. We are unable to support or take over sponsorship of employment visas at this time, including H-1B visas and participation in STEM OPT work authorizations.

Responsibilities

Process cancellations for all products accurately and efficiently.
Review cancellation requests for completeness, pending claims, and policy status.
Assist with printing and mailing refund checks to the appropriate recipients.
Respond to lender inquiries and maintain information on the Ford website.
Manage departmental email communications and ensure timely responses.
Answer high-volume inbound calls from dealerships and customers regarding cancellations, policy inquiries, and service concerns.
Resolve customer issues and concerns in a professional and timely manner.
Provide outstanding customer service to customers and business partners while maintaining a positive customer experience.
Support additional departmental tasks and special projects as assigned.