Bi-lingual Customer Support Representative - Greenville
3 days ago
Job description
Please do not respond to direct messages with your personal information. All job applications and your sensitive, personal information should only be submitted via our official job platform.External Position Job Title:
Bi-lingual Customer Support Representative - Spanish or French
Internal Position Job Title:
Claims Support Specialist
Location:
Greenville, SC - Onsite 5 days a week.
FLSA:
Non-exempt
Pay Rate:
$19.00/hr+ starting pay
Start Date: 3/30/2026
Shift Time: 11-8 pm
Job Overview:
The Claim Support Specialist acts as a key front-line representative, responsible for delivering high-quality service through a high volume of inbound calls.
This position provides support to agents, clients, and customers by adjudicating claims, providing claims status, and resolving or escalating customer issues.
This role requires the ability to manage a variety of complex call types, de-escalate concerns effectively, and maintain accurate documentation while meeting service level and quality standards.
Job Responsibilities:
Handle claims related calls per work schedule performing within defined metrics
Order inspection when applicable
Follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor
Master understanding of clients, agents, and contract terms and conditions
Understand exceptions based upon dealership, agent, or client as noted in system
Escalate issues to team lead, supervisor, or managers when unable to de-escalate
Notify Supervisor when possible fraud is suspected
Participate in all training as required to perform the duties of the role
Keep record of the phone call and transmits claim form to Dealership or Repair Facility
Drive the status of the claim within the Safe-Guard system
Receive documentation and organize by claim number
Order an appraisal when claim is over threshold amount or possible fraud
Send denial letter to customer and copies dealership if necessary
Send missing information letter to customer if document is missing and copies Dealership if necessary
Notate the system
Adhere to Quality Assurance Guidelines
Prior to sending checks out, must ensure premium is first received from Dealership
Performs other duties as assigned by the Claims Center Manager or Team Lead
PDR handling
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Job Requirements:
Prior experience in a high-volume call center environment is strongly preferred.
Demonstrated ability to exercise sound judgment and resolve customer issues efficiently.
Experience or background in hospitality or customer service.
Solid understanding of call handling metrics and Service Level Agreements (SLAs).
Proven experience managing 70–90 calls per day across various call types (e.g., payments, escalations, general inquiries).
Strong de-escalation skills with a focus on professionalism and customer satisfaction.
High school diploma required; post-secondary education (associate or bachelor's degree) preferred.
Proficiency with CRM systems and basic computer applications (e.g., Microsoft Office, Outlook, Word, PowerPoint & Excel).
High level of integrity and attention to detail in documenting customer interactions.
Consistent use of best practices in call documentation to support case management and follow-up.
Ability to multitask across systems and tools while maintaining smooth call flow.
Strong emotional intelligence and empathy for customers.
Effective problem-solving and critical thinking abilities.
Strong interpersonal, analytical and problem-solving skills. Superior verbal/written skills and communications skills.
High attention to detail, good punctuation, spelling, mathematical, grammar, analyze complex-detailed reports
Must be authorized to work in the U.S
Must be able to successfully pass a background check
Job Preferences:
Minimum of 2 years in customer service or call center roles, with stability in a single position (2 years preferred).
Preferred - two years of experience in a high-volume Call Center
Preferred - two years of experience in automotive insurance or warranty claims
Preferred - one year of experience with in an automotive repair or tech role
Preferred:
Bilingual or Trilingual with the ability to read, write and speak English and Spanish /French in a business setting
About Safe-Guard Products International
Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform.
Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth.
Safe-Guard's success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S.
and Canada.For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.
Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.
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