Senior Bilingual Customer Service Representative

Summary

Join Americor as a Senior Bilingual Customer Service Representative and contribute to maintaining exceptional client relations and high customer satisfaction. This comprehensive role involves client services, email/chat communications, the enrollment process, and retention strategies. You will provide effective and timely communication, ensuring a positive client experience. The schedule is Friday to Monday, with core hours from 5 AM to 4 PM PST, and some flexibility may be required. Americor offers a variety of services to help clients achieve financial freedom, and the company is recognized as a ‘Top Place to Work’ and a leader in customer service excellence. The position is remote but requires residency in TX, AZ, or ID. Compensation is $22.00 per hour.

Requirements

• Proven experience in client retention, specifically handling calls from customers looking to cancel and successfully retaining their business
• Bilingual in Spanish is required
• Strong verbal and written communication skills
• Effective problem-solving and attention to detail
• Experience in customer service roles, particularly in client services, email/chat support, and retention
• Experience using a CRM system such as Salesforce or similar
• Proficient in Microsoft Office and G-Suite
• High School Diploma or equivalent; additional qualifications in customer service are preferred
• Demonstrated success in a customer service environment, focusing on client satisfaction and retention

Responsibilities

• Handle inbound and outbound client calls professionally, addressing client inquiries and ensuring high-quality customer service
• Maintain accurate records of all client interactions in the CRM system, ensuring data integrity and follow-up
• Respond promptly to client inquiries via email and chat, maintaining clarity and compliance with service-level agreements
• Document all interactions thoroughly in the CRM database
• Conduct introductory calls to newly enrolled clients, providing them with all necessary program information
• Assist clients through the enrollment process, addressing any questions or concerns
• Engage with clients considering program cancellation, emphasizing the benefits and addressing concerns
• Utilize negotiation and problem-solving skills to enhance client satisfaction and retention
• Follow communication procedures, policies, and guidelines to ensure consistent service quality
• Meet or exceed performance goals, contributing to team and company success
• Be flexible with duties as assigned, adapting to the dynamic needs of the team and clients

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