西班牙语双语客户关怀代理
Spanish Bilingual Customer Care Agent
成立于2021年，Independence Pet Holdings是一家企业控股公司，管理着一系列现代宠物健康品牌和服务，包括保险、宠物教育、走失找回服务等，覆盖整个北美地区。
我们认为宠物保险不仅仅是金融产品，我们致力于打造简化宠物养育旅程的解决方案，帮助提升宠物的福祉。作为宠物领域的权威，我们拥有完整的资源、资金和服务体系来支持宠物家长。我们的多品牌和全渠道策略包括自有保险公司、保险品牌和合作品牌。
职位概述：
Embrace Pet Insurance正在寻找一名西班牙语双语客户关怀代表，向客服中心经理汇报。双语客户关怀代表是客户旅程中不可或缺的一部分，从为潜在客户提供信息到协助现有客户处理保单变更和理赔查询。作为客服中心的一员，您将处理大量电话、邮件，并根据需要为其他部门提供支持。
工作地点：远程 – 美国
主要职责：
- 每天处理70-90个电话，每次互动都提供卓越的客户服务
- 及时回复客户邮件，专业地处理他们的咨询和问题
- 协助其他部门处理保单流程和调整
- 帮助宠物家长理解保障内容和选项，审核理赔，并维护和调整新旧保单
- 与团队成员协作，确保支持性强且高效的工作环境，分享知识和资源
- 以优雅和韧性处理情绪化、紧张和压力大的情况
- 完成其他指派的任务
基本要求：
- 强大的心理和情绪韧性；能够以耐心和专业的方式处理具有挑战性的客户互动
- 优秀的人际交往和沟通能力，包括同理心和与客户建立关系的能力
- 适应能力强，能够在快节奏和高要求的环境中多任务处理
- 有客户服务经验，最好是在呼叫中心环境中的经验
- 基础的技术熟练度——能够熟练操作多个屏幕上的多种软件
- 真诚地希望对客户的体验产生积极影响，并帮助他们找到解决方案
查看英文原文
Established in 2021,Independence Pet Holdingsis a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
Job Summary:
Embrace Pet Insurance is seeking a Spanish Bilingual Customer Care Representative who will report to the Manager, Contact Center. The Bilingual Customer Care Representative is an invaluable part of the customer journey, from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. Being part of our Contact Center means you’ll be responding to a high volume of phone calls, emails, and providing support to other departments as needed.
Job Location: Remote – USA
Main Responsibilities:
- Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction
- Answer customer emails promptly, addressing their inquiries and concerns professionally
- Assist other departments with policy procedures and adjustments
- Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies
- Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources
- Handle emotionally challenging, intense, and stressful situations with grace and resilience
- Performs other duties as assigned
Basic Qualifications:
- Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism
- Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers
- Adaptability and the ability to multitask in a fast-paced and demanding environment
- Experience in a customer service role, preferably in a call center setting
- Basic level of technical proficiency- being comfortable navigating multiple softwares across multiple screens.
- A genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns
Expected Hours of Work:
- This is a full-time position: The shift for this position is M-F 11:30am-8:00pm and Saturday 10:00am-2:00pm EST. Training will last for 6 weeks and the training time will be confirmed prior to the hired class starting.
- Proficiency in both English and Spanish- reading, writing, and speaking both languages smoothly and without hesitation
Hourly Pay Rate: $20.19.
This position is eligible for a bilingual pay differential for candidates who meet language proficiency requirements.
This position is non-exempt and eligible for overtime.
This position is not eligible for additional incentive pay.
#li-Remote
All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Interview Technology Notice:
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Originally posted on Himalayas