Bilingual Customer Service Representative

Builders Mutual • Raleigh, NC

3d • Hybrid

About The Position

At Builders Mutual, we believe in the power of a team to get the job done right. Our team does their best work each day, creating a one-stop resource for all commercial insurance solutions and construction safety resources, leading to powerful results. Our cultural elements of teamwork, inclusion, expertise, and community aren't just words on a page—it's integral to who we are, how we work, and what sets us apart. We live out our values every day, striving to serve better and achieve more. The OPPORTUNITY Leverage your customer service experience and join our team as a Bilingual Customer Service Representative! While this posting is not for an immediate opening, we are proactively building a pipeline of qualified candidates who are bilingual in Spanish and English in anticipation of future opportunities as team members grow and advance within the organization . 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 candidat e should have a strong customer-focused attitude and the ability to thrive in a team environment. Your WORK as a Customer Service Representative will make a difference by:

Requirements

• 2+ years of experience in a customer service-related role
• Bilingual English/Spanish is required
• Minimum of high school diploma, BA/BS degree preferred
• 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

• Previous insurance industry or call center experience is a plus
• 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

• Market-driven compensation and bonus plan
• 3 weeks of paid time off (and your birthday too!)
• 37.5-hour work week; end your Friday at 2:30PM
• Builders University for employees, dedicated to supporting development and enhancing expertise
• Earn swag and extra time off through peer recognition
• Builders Bucks program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees