Bilingual Customer Service Loyalty Specialist - Remote

Overview

Americor is seeking a Bilingual Customer Service Loyalty Specialist to join our team. As a Bilingual Customer Service Loyalty Specialist, you will be responsible for retaining clients who are considering canceling their services. You will play a pivotal role in handling incoming and transferred calls from clients who may be escalated, upset, or uncertain about the program's benefits. Having a strong sales background is important as it will help you resell the program and its benefits to clients, persuading them to continue with our services. Apart from handling cancellation calls, a CSL Specialist will be responsible for general account maintenance. This involves tasks such as updating client information, processing payments, and ensuring accurate record-keeping. By effectively addressing client concerns, communicating the program's benefits, and providing outstanding customer service, CLG Specialists play a vital role in retaining clients and fostering long-term relationships.

In Short

• Proactively support and listen to customer needs.
• Educate customers on the value of services.
• Address customer concerns and provide solutions.
• Build positive relationships with customers.
• Identify customer needs and offer appropriate solutions.
• Record customer interactions using a CRM system.
• Follow communication procedures and guidelines.
• Assist with program modifications and billing.
• Meet call and retention quotas.
• Adhere to established communication policies.

Requirements

• 2+ years of experience in Customer Service and Sales is required.
• Bilingual in Spanish is required.
• Thorough knowledge of call center policies and procedures.
• Proficiency with computer programs such as Google Suite.
• Excellent communication skills: verbal and written.
• High-level active listening skills.
• Excellent attention to detail and problem-solving skills.
• Strong organization, time management, and multitasking skills.
• Ability to work efficiently under minimal supervision.
• Willing to work flexible hours, including overtime and weekend hours.

Benefits

• Ongoing training and development.
• Opportunity for career advancement.
• Medical, Dental, and Vision insurance.
• Company Paid Group Life / AD&D Insurance.
• 7 Paid Holidays and 2 Floating Holiday Days.
• Paid Time Off.
• Flexible Spending/HSA.
• Employee Assistance Program (EAP).
• 401(k) match.
• Referral Program.