Bilingual Customer Service Representative

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 expanding team as a Bilingual Customer Service Representative!  We are seeking a Bilingual CSR to assist customers with inbound calls to provide an exceptional customer experience on each call. The Bilingual CSR will have a broad knowledge base of all functional areas in the company and can 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 Bilingual Customer Service Representative 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:  

• 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

Skills to get the JOB done RIGHT:  

• 2+ years of experience in a customer service-related role
• Bilingual English/Spanish is required
• Previous insurance industry or call center experience is a plus
• 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
• Knowledge of policy processing systems, imaging systems and/or CRM systems is a plus.
• 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

WHY YOU’LL LOVE TO WORK HERE  

Builders Mutual cares about you, and we offer comprehensive employee benefits built to support your success and wellbeing, including:  

• 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

LIFE at Builders Mutual  

• Collaboration | You are part of a team working together to reach a common goal.
• Empowerment | You will feel trusted, valued and be given the resources to be successful.
• Flexibility | You will be part of a dynamic work environment designed to allow you to do your best work while also creating the best possible customer experience.
• Impact | You will positively influence our business, customers, and industry.
• Sense of pride | You will tell others how much you enjoy working at Builders Mutual.