Customer Service Associate, Bilingual

Travelers•Spokane Valley, WA

About The Position

The Operations Customer Service team at Travelers plays a key role in providing a positive experience as the first contact for customers, agents, brokers, and/or internal business partners. In the role of Customer Service Associate, you will handle a high volume of customer inquiries, primarily via inbound calls, in an accurate and efficient manner while demonstrating empathy and resolving their needs. As you expand your communication, technical, and business knowledge, you will have the opportunity to grow your career at Travelers.

Requirements

Prior customer service experience.
Strong verbal and written communication skills with the ability to clearly convey information to various audiences while showing empathy and understanding of the customer’s needs.
Proficiency utilizing technology, including the ability to navigate across multiple systems simultaneously.
Ability to analyze information and think critically to make informed decisions.
Organizational and time management skills with the ability to handle shifting priorities in a high-volume, fast-paced environment.
Flexibility and resiliency to navigate change.
Desire to continuously acquire new skills and knowledge.
High school diploma or GED.
Fluent in English and Spanish language.

Responsibilities

Successfully complete applicable new hire training.
Handle inbound inquiries from external customers and/or internal business partners via calls, emails, chats and/or other methods, taking the appropriate action, as needed.
As you grow your knowledge and skills, you will increase the variety of interactions you are able to assist, which may include questions regarding quotes, policies, coverages, billing, audits, or application access/support.
Build and maintain customer satisfaction and trust by actively listening to inquiries and effectively applying learned product, systems, and business area knowledge to educate and respond to the customer accurately and efficiently.
Navigate multiple systems and platforms simultaneously while interacting with the customer.
Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
Ensure accurate and comprehensive documentation of information, following the defined guidelines and procedures of the corresponding business area.
May support departmental projects and initiatives and take on other developmental opportunities.
Perform other duties as assigned.