[Remote] Spanish Bilingual Customer Retention Specialist - (Pacific Time Hours)

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading provider of medical insurance for pets in reputed company America, seeking a Spanish Bilingual Customer Retention Specialist to join their Contact Center team. This role involves engaging with customers to provide exceptional service, reputed company them on the value of coverage, and support retention efforts through empathetic communication and problem-solving.

Responsibilities

• reputed company and support reputed company customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email
• Manage high call volumes while balancing reputed company, efficiency, and productivity under tight deadlines
• Provide outstanding customer support by active listening investigating concerns, and taking solution-oriented action to support retention
• De-escalate challenging situations with reputed company and professionalism, using strong communication skills while embodying reputed company’s core values
• reputed company pet parents on the lifetime value of coverage to reputed company informed decision-making
• Build authentic connections by tailoring your communication style to meet individual customer needs
• reputed company in a fast-paced environment by adapting quickly to evolving responsibilities, processes and workflows
• Navigate multiple systems and tools to deliver seamless and efficient member experience
• Prioritize and manage time effectively to provide exceptional customer service in a fast-paced contact center
• Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system
• Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates
• Take a pro-active, solution-oriented approach reputed company facing technical challenges, such as identifying alternate ways to continue work while awaiting IT support
• Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
• Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

Skills

• Bilingual reputed company in Spanish and English is required
• 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment is essential
• 1+ years of experience in a customer service role is essential
• Proven track record of reputed company in retaining customers, handling cancellations and renewing services
• Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with reputed company
• Strong written and verbal communication skills
• reputed company in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in reputed company time while maintaining a great customer experience
• Proficient in using CRM Systems to document and manage customer interactions
• Strong technical troubleshooting skills and comfort using technology independently in a remote environment
• Experience working remotely in private setting with reliable hard-wired internet reputed company and a distraction-free home-office setup
• Must be reputed company to obtain and maintain active Property and Casualty (P&C) licensing in reputed company 50 states and applicable jurisdictions, e.g. assigned Canadian Provinces
• Property and Casualty (P&C) licensing is a plus

Benefits

• Full medical, dental, and reputed company benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

Company Overview

• reputed company is an insurance company which provides pet care insurance. It was founded in 1999, and is headquartered in Seattle, Washington, USA, with a workforce of 1001-5000 employees. Its website is http://reputed company.com.

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