Bilingual Customer Service Representative

Company Overview:

Florida One Insurance Agency is a leading insurance company committed to delivering exceptional products/services and unparalleled customer experiences. We take pride in our diverse team, where every member plays a crucial role in ensuring customer satisfaction and success.

Job Overview: We are seeking a talented and fluent bilingual customer service representative to join our dynamic team. As a bilingual customer service representative, you will serve as the primary point of contact for our customers, utilizing your language proficiency to assist and support individuals who communicate in languages other than our default language.

Responsibilities:

Customer Communication: Engage with customers via phone, email, chat, and in-person interactions to provide prompt and effective assistance. Handle inquiries, resolve issues, process orders, and address concerns with professionalism and empathy.

Language Support: Utilize your fluency in English and Spanish to effectively communicate with customers who prefer to converse in their native language. Translate information accurately and ensure clear understanding between parties.

Problem Resolution: Listen actively to customer concerns, identify root causes of issues, and propose appropriate solutions. Take ownership of customer problems and follow through to resolution, escalating complex issues as needed.

Technical Assistance: Provide technical support to customers experiencing difficulties with our products or services. Troubleshoot technical issues, offer guidance on product usage, and escalate unresolved matters to specialized teams when necessary.

Documentation and Reporting: Maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, using our CRM system. Generate reports to track customer service metrics and identify trends or areas for improvement.

Cross-Selling and Upselling: Recognize opportunities to recommend additional products or services that align with customers' needs and preferences. Actively promote promotions, upgrades, or complementary offerings to enhance customer satisfaction and increase sales revenue.

Collaboration and Coordination: Collaborate with internal teams, including sales, marketing, and product development, to address customer needs effectively. Share customer feedback, insights, and suggestions to drive continuous improvement across the organization.

Compliance and Confidentiality: Adhere to company policies, procedures, and regulatory requirements while handling customer interactions. Safeguard sensitive customer information and maintain confidentiality at all times.

Continuous Learning and Development: Stay updated on product features, industry trends, and best practices in customer service. Participate in training sessions, workshops, and skill development programs to enhance your knowledge and expertise.

Quality Assurance: Participate in quality assurance activities to ensure service excellence and consistency. Conduct self-assessments, adhere to quality standards, and implement feedback to deliver exceptional customer experiences consistently.

Qualifications:

• Fluency in both English and Spanish (written and verbal) is essential.
• Previous experience in customer service, preferably in a bilingual or multilingual environment.
• Excellent communication skills, with the ability to articulate information clearly and concisely.
• Strong problem-solving abilities, with a proactive and solution-oriented mindset.
• Empathy, patience, and a customer-centric approach to handling inquiries and resolving issues.
• Proficiency in using CRM systems, MS Office Suite, and other relevant software applications.
• Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
• Flexibility to adapt to changing priorities, schedules, and customer needs.
• High school diploma or equivalent; additional education or certification in customer service or languages is a plus.

We offer a comprehensive benefits package that includes health insurance, life insurance, and generous paid time off, ensuring the well-being and security of our employees. We offer opportunities for career growth and advancement within the company, supported by ongoing training and development programs designed to enhance skills and knowledge. At Florida One, we foster a collaborative and inclusive work environment that values diversity and teamwork, where every individual's unique contributions are celebrated and respected.

If you are a motivated individual ready to work for what you want, we would love to hear from you. Apply today join our team and become part of a rewarding journey dedicated to delivering exceptional customer service experiences!

Job Type: Full-time

Pay: $46,133.00 - $65,405.00 per year

Shift: 8 hour shift

Weekly day range: Monday to Friday, Weekends as needed

Work setting: In-person