Bilingual Customer Service Representative

Builders Mutual • Raleigh, NC

11d • Hybrid

About The Position

Leverage your customer service experience and join our team as a Bilingual Customer Service Representative! Our Bilingual CSRs assist customers with inbound calls to provide an exceptional customer experience on each call. They will gain a broad knowledge base of all functional areas in the company and navigate seamlessly from one system to another. This hybrid role will work in our Raleigh office a minimum of two days with the flexibility to work from home three days a week. The successful candidate should have a strong customer-focused attitude and the ability to thrive in a team environment.

Requirements

• 2+ years of experience in a customer service-related role
• Full fluency (speaking, reading, and writing) in Spanish and English is required
• Minimum of high school diploma
• Strong knowledge of customer service principles, including sound decision-making and negotiating skills.
• Strong PC (MS Office, Outlook) skills as well as the desire and capability to learn new software or tools quickly
• Excellent customer relationship management skills required.
• Ability to learn quickly and adapt to a changing environment
• The desire to succeed and develop in a call center environment

Nice To Haves

• experience providing customer service in Spanish preferred
• Previous insurance industry or call center experience is a plus
• BA/BS degree preferred
• Knowledge of policy processing systems, imaging systems and/or CRM systems is a plus.

Responsibilities

• Providing exceptional customer service in a fast-paced environment including inbound calls and emails from policyholders and agents according to service standards and procedures; call types will require knowledge of all lines of business, all states, policy level research and agency level research.
• Adhering to Customer Contact Center schedule to ensure call service levels are met and customer satisfaction remains high.
• Using CRM tool to consistently bring forward suggestions to enhance the customer experience.
• Consistently meeting expectations of quality assurance program and productivity standards.
• Shows full proficiency in all systems and program, including ImageRight, C.0, BOB 2.0, CRM, and phone systems

Benefits

• Competitive compensation and a performance bonus program
• 3 weeks of PTO to start, plus your birthday off
• A 37.5-hour workweek
• Professional development through Builders University
• Everyday Wins recognition with swag and extra time off
• 8 paid Volunteer Time Off (VTO) hours to give back
• Comprehensive benefits that support your wellbeing today and your future tomorrow

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED