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Bilingual Customer Support Specialist

2 months ago

Westlake Village, California, United States Input 1, LLC Full time
Job Overview

Experienced Bilingual Customer Support Specialist

Are you a skilled customer service professional who excels in providing exceptional support in a fast-paced environment? Do you have a history of surpassing performance metrics, adeptly resolving customer inquiries, and ensuring a positive experience for every caller? If this resonates with you, we invite you to consider this opportunity.

The primary role of the Customer Support Specialist is to enhance the objectives of the Customer Support department by managing incoming calls and emails with outstanding service quality during each interaction.

Key Information:

  • This is a full-time remote position.
  • We do not provide monitors; however, a webcam and headset can be supplied.
  • Required equipment includes two monitors and an ethernet cable.
  • Candidates must reside within the United States and be available to work during Pacific hours.
  • Compensation: $20 - $22 per hour (paid bi-weekly).
  • Work schedule is Monday to Friday, 8:30 AM - 5 PM PST.

Qualifications:

  • A High School Diploma is mandatory.
  • 2 - 3 years of substantial inbound call center experience in a high-volume setting.
  • Fluency in both Spanish and English is essential.

Responsibilities:

  • Respond to incoming calls, providing customers with the information they seek, and documenting the call outcomes accurately. Calls should be handled in accordance with established performance indicators to ensure an exceptional customer experience.
  • Review and address all email inquiries from customers or Customer Support management. Deliver precise information, process service requests, and resolve both routine and complex issues.
  • Escalate calls appropriately when necessary.
  • Notify relevant teams of any required changes to accounts as identified during inquiries.
  • Maintain accurate timekeeping and submit timely requests for time off.
  • Keep status updated in the customer management system.
  • Engage in team communications as required.
  • Process payments via credit card and check over the phone.
  • Provide standard consumer quotes for new business and additional premiums.

The performance of the Customer Support Specialist will be assessed based on the following key performance indicators:

  • Handle an average of 71 calls per day.
  • Call Answer Rate: 95% of delivered calls answered.
  • Availability to answer calls: 7 hours per day.
  • Average call handling time: 5.5 minutes.
  • Average call monitoring score: 3.0.

We look forward to seeing your skills in action and how you can contribute to enhancing customer satisfaction.

Company Overview

For over 30 years, Input 1, LLC has been a leader in providing business process outsourcing and comprehensive software solutions tailored for the property and casualty insurance sector. Our P&C billing solutions assist insurance carriers in delivering customized offerings at reduced costs and with expedited implementation timelines compared to internal IT resources.

Input 1's premium finance outsourcing enables banks, insurance carriers, and brokers to establish a profitable service center while enhancing service levels and options for customers. Our software solutions for premium finance and warranties have extensive applications in the insurance financing industry, utilized by both major finance companies and smaller boutique firms.

What sets Input 1 apart is our use of the very software we offer to the market. Our Business Process Outsourcing Service Center manages over 175,000 accounts annually, representing substantial property and casualty premiums, ensuring our clients benefit from unparalleled expertise and capabilities in the marketplace.