Bilingual (English/Spanish) Call Center Team Lead Representative

Integrity•Addison, TX

26d

About The Position

Founded in 2009, PHP Agency Inc. is a tech-enabled national field marketing organization (FMO) headquartered in Addison, Texas. With over 27,000 licensed agents nationally in 49 states and Puerto Rico, PHP’s agents have educated and served over 450,000 American families. PHP partners with leading insurance and annuity carriers and provides part-time or full-time opportunities to those seeking careers as life insurance agents. For more information, visit www.phpagency.com. PHP is a proud member of the Integrity Family of Companies. Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead. Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com. Founded in 2006, Integrity develops and distributes life and health insurance products and wealth products with carrier partners and markets these products through our vast distribution network. Our omnichannel platform helps provide life and health insurance and wealth management services to Americans to fit their unique needs. Wherever you are in life, the future can be a leap of faith.

Requirements

Bilingual, English and Spanish is required
1+ year experience in a Call/Contact Center position OR held an administrative position or similar role within the financial services industry (Insurance and Mortgage)
Excellent communication skills, both written and verbal.
Superior active listening abilities.
Exceptional interpersonal skills and the ability to build rapport.
A patient and empathetic approach.
Strong organizational and time management skills.
Ability to adapt and be flexible.
Comfortable in fast-paced work environments.
Troubleshooting abilities, either basic or advanced, depending on the role and industry.
Proficiency in using computers.
Phone skills, including experience with complex or multi-line phone systems.
Comprehensive knowledge of the company’s products and/or services.
Expertise in the customer service area they specialize in, such as accounts, sales, technical support, or another area.

Responsibilities

Respond to customer inquiries and concerns with accurate and satisfactory solutions.
Manage situations with unhappy customers by providing patient assistance and support.
Reach out to clients and customers to update them about the company’s latest products, services, and policies.
Assist callers in troubleshooting, navigating the company’s website, or using the products or services.
Review and update customer or client accounts with information about billing, shipping, warranties, and other account-related details.
Work together with other call center staff to enhance customer service.
Assist in training new employees and educating them about the company’s customer management policies.