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- Demonstrate high level communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.
- Be knowledgeable of resource materials in order to provide information on client inquires.
- Use knowledge based system and other tools to deliver information or solutions to customers.
- Apply understanding and knowledge of information systems products and services to assist customers on insurance claim matters
- Recognize research, isolate and resolve issues during the claims process.
- Manage and solve assigned tickets.
- Recognize claim issues that should be escalated to supporting internal teams and correctly direct the issues for resolution following established protocols.
- Use courtesy, tact and discretion in all communications with customers in order to provide first call resolution.
- Report, track, and escalate issues through appropriate channels in a timely manner.
- Performs other duties as assigned.
- Able to utilize various online tools consecutively.
- Fluent conversational skills in both English and Spanish.
- Typing skills - 35 plus words a min.
- Ability to identify, analyze, diagnosis and resolve issues.
- Strong technical/troubleshooting ability.
- CommunicationDemonstrates strong verbal, written, and listening skills.
- ProfessionalismExhibits a strong work ethic, actively works towards excellence.
- Must meet quality, productivity & attendance metrics.
- High level of experience (as a user) with Tablet / Smartphone Apps and Web-based Applications a plus.
- 2+ years of customer service / help desk experience required.
- 2+ years of technical support for web, tablet and/or mobile applications (preferred).
- Detail orientated.
Spanish-English Bilingual Customer Support Representative - Southlake, United States - Likewize
Likewize
Southlake, United States
4 weeks ago
Description
Job Description:Likewize is searching for Spanish-English Bilingual Customer Support Representatives to join our team at our global Headquarters in Southlake, Texas.
In this role, you will assist customers by explaining insurance program details, troubleshooting issues during the claims process, managing assigned tickets and working with internal departments in order to expedite resolution and deliver an exceptional customer care experience. Customer Support Representatives work within the Center of Excellence Call Center Help desk environment.
Initial training will take place from Monday through Friday, 8AM to 5PM for the first two weeks, followed by a transition to a 4-day, 10-hour work schedule from Sunday to Wednesday. You will be trained to be fully proficient in this role, learn our industry and provide an exceptional customer experience.
Your day-day-responsibilities include but are not limited to: