Bilingual Customer Service Associate

Overview of the Role

The Customer Service Associate position operates in a claims contact center assisting customers needing to file an insurance claim. Interactions with customers include initiating and explaining the claims process, providing status on existing claims, and providing other services to the customers as needed.

This is a VIRTUAL/Work-From-Home opportunity! We offer a comprehensive benefits package including annual bonus potential, generous 401k, PTO, medical/dental vision, paid parental leave, and much more! Check out our Employer Brand Playbook to read more about our Company Culture!

Applicants interested in being considered for this role must reside in either TX, AZ, CO, KS, or OK.

• Prior to the start date, you will be provided with open shifts and will be able to select the shift that works best for you. Shift options include early mornings, mid-day, or evening start times; including weekends of some sort, and holidays. You must be willing to work non-traditional hours.
• Start Date: Oct. 2nd or 16th
• Business Hours: Our Claims Contact Center is open 24x7x365.
  • Prior to the start date, you will be provided with open shifts and will be able to select the shift that works best for you. Shift options include early mornings, mid-day, or evening start times; including weekends of some sort, and holidays. You must be willing to work non-traditional hours.
• Location: Virtual Office - TX, AZ, CO, KS, or OK.

A dedicated workspace, free of noise and distractions is required.

A Day in the Life of a Bilingual Customer Service Associate

• You are a part of a team working together to encourage and assist each other day in and day out with a supervisor leading the way.
• You take inbound calls from the comfort of your home, and we offer a wide variety of shifts.
• You are our customers’ first point of contact for claims with their automobiles, homes, motorhomes, and immediate towing with roadside assistance.
• You are the first voice our customers hear when they need us the most and will assist in a variety of situations.
• You are a member of a diverse team of individuals working together to take care of our customers.
• You put the customer at ease by explaining the claim process including next steps and expectations.
• You will be successfully trained to pay close attention to details and be accurate in your documentation.

Essential Job Functions

• May authorize services such as road side assistance and rental cars.
• Ensures all customer interactions are clearly and accurately documented in the claim file.
• Provide customers with an explanation of the claim process.
• Maintains job knowledge through intermittent training/learning and incorporates new information into daily tasks.
• Initiates auto and homeowner claims by obtaining preliminary loss information from agents, insureds and third parties.
• Responds to inbound telephone inquiries in a Claims Contact Center.
• Responsible for efficient and accurate completion of customer inquiries regarding the status of existing claims.

How You'll Shine

• Proficient in English written and verbal communication skills.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Assumes personal responsibility for actions.
• Possesses strong technical aptitude including the ability to master multiple windows simultaneously.
• Strong verbal communication and listening skills.

Experience Requirements

• Remote Contact Center Experience preferred.
• Customer Service Experience preferred.
• Typing Skills: 30 WPM, with 90% Accuracy, required.

Education Requirements

• High School diploma or equivalent required.

Physical Environment

This role, whether performed virtually or in an office setting, operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.

• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.
• Ability to operate a computer for extended periods of time, up to a full work shift.
• Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information and locates material, resources and other objects.