We are looking for a Bilingual Customer Service Representative to join our team and provide support to the agency?s Spanish-speaking clients.
This role is primarily responsible for handling customer service calls, responding to client requests, and performing routine back-office tasks related to insurance, including home, auto, and commercial policies.
Beyond delivering excellent customer service, we are looking for a proactive and growth-minded individual who can identify opportunities to improve client coverage, recognize potential retention risks, and connect clients with the appropriate sales team when additional coverage or services are needed.
Key Responsibilities
Customer Service and Back-Office Support
Handle Tier 1 customer service calls and service requests from Spanish-speaking clients.
Process client requests through our systems, including billing inquiries, ID cards, basic policy changes, document requests, and follow-ups.
Manage routine administrative tasks accurately and follow up on requests until they are resolved.
Maintain accurate and detailed records of all client interactions.
Client Retention and Growth Opportunities
Review client accounts during each interaction to identify cross-selling opportunities, potential coverage gaps, and opportunities to increase coverage limits.
Reinforce the value of clients' existing coverage and the agency's services, particularly during renewal periods or when clients express concerns about pricing.
Identify potential client retention risks and promptly escalate concerns to the agency owner or sales team, ideally on the same day.
Recognize when clients express interest in additional coverage, gather relevant information with their consent, and provide warm leads to the licensed sales team for quoting and follow-up.
Documentation and Escalation
Clearly document all client interactions, service requests, and escalations within the agency's systems.
Understand the scope and limitations of the role and seek assistance when necessary.
Maintain proactive communication with the appropriate teams to ensure timely resolution of client requests.
Required Qualifications
Advanced English proficiency is mandatory
+5 years of experience in customer service
Preferred Qualifications
Previous experience with or familiarity with an Agency Management System.
Life insurance experience is a plus.
Experience identifying cross-selling opportunities and additional client coverage needs.
Familiarity with insurance agency management systems and phone systems.
