Experienced Spanish Speaking Inbound Call Center Representative

Are you a seasoned call center professional who thrives on delivering top-notch customer experiences in a high-volume environment? Do you have a proven track record of exceeding targets, resolving issues with finesse, and leaving a lasting impression on every caller? if so, we want YOU to be a part of our dynamic team. And if you speak Spanish, we will put your resume on the top!

The main purpose of the Customer Care Specialist is to support the objectives of the Customer Care department by handling incoming calls and emails with service excellence during each contact.

Things to Know Before Applying:

• This is a full-time employee, remote position.
• We do not send out monitors. We can send you a webcam and a headset.
• Equipment required: two monitors and an ethernet cable.
• Must reside within the US and must be okay with working Pacific hours.
• Pay: $20 - $22/HR.
• Spanish speaking is required!
• Examples handling a high volume of customers in a non-call center environment will be considered.

What You'll be Doing:

• Answers incoming calls, providing callers with requested information, documenting the call and its outcome on the accounts. Calls are to be answered in accordance with the established KPIs and in ways that ensure an amazing customer experience.
• Review and respond to all e-mail requests from customers or Customer Care management. Provide accurate information, processes service requests, research and resolve requests relating to routine and non-routine issues.
• Appropriately escalate calls as necessary.
• Notifies the Account Adjustments or Delinquency Management teams of any change needed to an account as determined during an account inquiry.
• Keep timecards up to date and submit timely time-off requests using Paycom.
• Maintain an accurate status in Genesys.
• Participate in team chats in Genesys.
• Process credit card and check by phone payments.
• Provides standard consumer new business and additional premium quotes.

The performance of the Customer Care Specialist will be evaluated based on his/her effectiveness in meeting the following KPIs on an ongoing basis:

• Handle 71 calls per day.
• Percentage of Delivered Calls Answered - 95%
• Time Available to Answer Calls – 7 hours per day.
• Average Time to Handle a call – 5.5 minutes.
• Average call monitoring score – 3.0

What We're Looking For:

• Experience Matters: A minimum of 2 years of experience as a call center representative, with a demonstrated history of excellence. We handle about 100 calls a day!
• Customer Focus: A genuine passion for helping customers and a dedication to delivering outstanding service.
• Communication Skills: Excellent verbal and written communication skills (we communicate via email as well as voice) with a knack for active listening. Prior formal education on best call center practices is preferred.
• Problem Solving: Proven ability to handle challenging situations with grace and find creative solutions.
• Tech Savy: Familiarity with call center software and a willingness to adapt to a new technology.
• Team Player: A collaborative attitude with a desire to contribute to the overall success of the team.

Apply Today and Let Your Call Center Skills Shine!

Take the next step in your call center career and make a difference in the lives of our valued customers. We can't wait to welcome you to our extraordinary team!