Customer Service Representative/Call Center

Bilingual Call Center Representative

Location: Aguadilla PR

Job Description :

This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to travel insurance products. Evenings, weekend, and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.

Principal Duties and Responsibilities:

• Answers incoming calls from queue in a professional and courteous manner

• Assists internal and external customers via email

• Service internal and external customers via customer chat channel

• Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner

• Transfers callers to the appropriate departments

• Escalate calls to supervisor as warranted

• Enter appropriate comments and notes within policy database

• Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor

• Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites

• Foster a team environment by creating and maintaining a positive relationship with peers, customers and business partners

• Consistently meet or exceed performance standards outlined in the Customer Service Department career path

• Attends weekly team meeting so as to stay abreast of product information, and procedural/policy changes

Required / Desired Knowledge, Experiences and Skills:

• Minimum of six months of customer service or customer facing role preferred

• Prior experience working in a call center environment is a plus

• Excellent verbal and written communication

• Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor

• Excellent computer skills including experience with Microsoft Office products

• Ability to work independently at a quick pace and with a high degree of accuracy

Education/Certifications:

• High school diploma or GED required.

Job Type: Full-time

Work Location: In person