This vacancy is opened on our outsourcing project.

The client is an US company that has been offering digital services and payment solutions to the insurance industry since the 1950s, evolving from a family-built general agency to a leader in premium financing, software, and business process outsourcing for the property and casualty insurance sector.

Job Responsibilities:

Meet/exceed key performance indicators (KPIs):

• Handle ~71 calls per day, 95% availability to answer calls, 5.5-minute average handle time, 3.0 average call quality score.
• Handle inbound calls, answer questions, research accounts, and process requests relating to payments, quotes, account changes etc.
• Respond to customer emails with accurate information in a timely manner.
• Make transfer calls or escalations when appropriate.
• Keep timecards and availability status updated.
• Participate in team chats to share knowledge and best practices.

Position requirements:

• Fluency in English and Spanish (verbal and written).
• High school diploma required; college or vocational degree preferred but not required.
• Minimum 2 years’ experience in an inbound call center.
• Minimum 1-2 years’ experience providing customer service in a fast-paced environment.

Skills & Competencies:

• Conscientiousness - attention to detail and following all procedures accurately and thoroughly.
• Compassion - ability to empathize with frustrated customers and remain positive.
• Emotional intelligence - ability to stay calm under pressure and defuse tense situations.
• Assertiveness - ability to ask good questions and control calls with empathy and professionalism.
• Multitasking - ability to use multiple computer systems while speaking with customers.
• Communication Skills - exceptional verbal, written, and active listening skills.
• Problem Solving - ability to think critically to resolve non-routine issues.
• Technical Skills - ability to quickly learn new software programs, databases, and call center technology.
• Teamwork - collaborate positively with team to meet goals.

Technical Requirements:

Dual monitors (one of which can be a laptop screen), a headset, webcam, hardwired computer connection (computer, connected to router by LAN cable, not Wi-Fi), and the following minimum system specifications:

• RAM: 8 GB
• Storage: 128 GB SSD
• Processor: Intel Core i3 or AMD Ryzen 3
• Operating System: Windows 10
  
  *This is a fully remote role and we do not provide equipment.

Desired Work Schedule:

• Work schedule is 7:00 AM - 3:30 PM or 8:40 AM - 5:10 PM  Pacific Standard Time (Monday to Friday)
• Each 8-hour shift includes two 10-minute breaks (one before lunch, one after lunch) and one 30-minute lunch after the first 4 hours.
• This is a full-time remote employee role. 40-hour work week (M-F) in a busy incoming call center. 

We're offering:

• Ability to work remotely (Must work Pacific hours)
• Dependable salary
• Up to 10 working days of paid vacation per year
• Up to 5 working days of absences for illness per year
• US public holidays

*The specified number of vacation and sick days is based on a full year of employment (12 months)

If you fit this position, we'd love to see your CV

Employment Type: Full-Time

Location: work from home (Peru/Mexico/Colombia/El Salvador)