Spanish-English Bilingual Customer Support Representative
Likewize
Dallas, TXSouthlake, TX
Permanent
Full-time
16 days ago
Job Description:Likewize is searching for Spanish-English Bilingual Customer Support Representatives to join our team at our global Headquarters in Southlake, Texas.In this role, you will assist customers by explaining insurance program details, troubleshooting issues during the claims process, managing assigned tickets and working with internal departments in order to expedite resolution and deliver an exceptional customer care experience. Customer Support Representatives work within the Center of Excellence Call Center Help desk environment. Initial training will be Monday through Friday, 8AM-5PM for the first two weeks, followed by a transition to one of the following schedules: Sunday to Wednesday, Wednesday to Saturday, or Monday to Friday. You will be trained to be fully proficient in this role, learn our industry and provide an exceptional customer experience.Your day-day-responsibilities include but are not limited to:Demonstrate high level communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.Be knowledgeable of resource materials in order to provide information on client inquires.Use knowledge based system and other tools to deliver information or solutions to customers.Apply understanding and knowledge of information systems products and services to assist customers on insurance claim mattersRecognize research, isolate and resolve issues during the claims process.Manage and solve assigned tickets.Recognize claim issues that should be escalated to supporting internal teams and correctly direct the issues for resolution following established protocols.Use courtesy, tact and discretion in all communications with customers in order to provide first call resolution.Report, track, and escalate issues through appropriate channels in a timely manner.Performs other duties as assigned.If you are who we are looking for, you will have the following education, skills and/or experience.Able to utilize various online tools consecutively.Fluent conversational skills in both English and Spanish.Typing skills – 35 plus words a min.Ability to identify, analyze, diagnosis and resolve issues.Strong technical/troubleshooting ability.Communication -- Demonstrates strong verbal, written, and listening skills.Professionalism -- Exhibits a strong work ethic, actively works towards excellence.Must meet quality, productivity & attendance metrics.High level of experience (as a user) with Tablet / Smartphone Apps and Web-based Applications a plus.2+ years of customer service / help desk experience required.2+ years of technical support for web, tablet and/or mobile applications (preferred).Detail orientated.Our global headquarters in Southlake TX is easily accessible to both Dallas and Fort Worth and we are 5 minutes from Southlake Town Square. We offer competitive compensation, market leading benefits and many fantastic onsite amenities through our real estate partner, VariSpace. VariSpace is designed to elevate the way businesses approach the office. Our innovative workspace brings a first-class employee experience with covered parking, spacious break areas, raffles/games, onsite gym, cafeteria and state of the art facilities.
