Senior Bilingual Customer Service Representative - Remote

Overview

The Senior Bilingual Customer Service Representative at Americor is vital for maintaining exceptional client relations and ensuring high levels of customer satisfaction. This role is comprehensive, requiring involvement in client services, email/chat communications, the enrollment process, and retention strategies. The successful candidate will provide effective, timely, and professional communication with clients, facilitating a positive experience throughout their journey with the company.

In Short

• Handle inbound and outbound client calls professionally.
• Maintain accurate records of all client interactions in the CRM system.
• Respond promptly to client inquiries via email and chat.
• Conduct introductory calls to newly enrolled clients.
• Engage with clients considering program cancellation.
• Follow communication procedures to ensure service quality.
• Meet or exceed performance goals.
• Be flexible with duties as assigned.
• Work schedule is Friday to Monday.
• Core work hours from 5 AM to 4 PM PST.

Requirements

• Proven experience in client retention.
• Bilingual in Spanish is required.
• Strong verbal and written communication skills.
• Effective problem-solving and attention to detail.
• Experience in customer service roles.
• Experience using a CRM system such as Salesforce.
• Proficient in Microsoft Office and G-Suite.

Benefits

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