Bilingual Customer Service Loyalty Specialist

Summary

Join Americor as a Bilingual Customer Service Loyalty Specialist and retain clients considering canceling services. Handle incoming calls from escalated or upset clients, utilizing strong sales skills to resell the program and its benefits. Maintain client accounts, update information, process payments, and ensure accurate record-keeping. Effectively address client concerns and provide outstanding customer service to foster long-term relationships. Meet call and retention quotas while adhering to communication procedures and guidelines. Help clients with program modifications and provide support throughout the process.

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
• High School Diploma or equivalent required

Responsibilities

• Anticipate customer needs and address them proactively
• Actively listen to customers to understand their concerns and requirements fully
• Clearly communicate the value and benefits of our services
• Provide information to customers about how services can meet their specific needs
• Respond promptly and empathetically to customer concerns
• Offer appropriate solutions to resolve issues effectively
• Foster a friendly and helpful attitude towards customers and business associates
• Engage in positive and professional interactions to build trust and rapport
• Ask relevant questions to understand customer requirements
• Research and gather the necessary information to provide accurate solutions
• Document all customer interactions in a comprehensive manner using a CRM system
• Include relevant details of the conversation, customer preferences, and actions taken
• Adhere to established communication procedures, policies, and guidelines
• Maintain professionalism and consistency in every customer interaction
• Help clients with any necessary modifications to their program, billing, and retention
• Provide guidance and support throughout the modification process
• Strive to meet or exceed individual and team targets for calls and customer retention
• Focus on providing value to customers and actively working towards their satisfaction

Benefits

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