Customer Service Representative, Bilingual

Travelers•Richmond, VA

About The Position

Do you have a strong desire to help others? Can you provide a superior customer experience while maintaining a high level of professionalism and productivity? As the first contact for customers, agents, brokers and/or internal business partners, the Operations Customer Service team at Travelers play a key role in providing a positive experience. In the role of Customer Service Representative, 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.

Requirements

High school diploma or GED.
Fluent in English and Spanish language.
Successful completion of applicable new hire training, and subsequently meeting minimum performance expectations, or 6 months of customer service or related experience.

Nice To Haves

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.

Responsibilities

Successfully 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; this 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, provide guidance and/or support to new hires and peers, and take on other developmental opportunities.
Perform other duties as assigned.

Benefits

Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

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