Americor

Customer Support

• Proactive Support and Active Listening: Anticipate customer needs and address them proactively.
• Educating Customers: Clearly communicate the value and benefits of our services.
• Addressing Customer Concerns and Providing Solutions: Respond promptly and empathetically to customer concerns.
• Building Positive Relationships: Foster a friendly and helpful attitude towards customers and business associates.
• Identifying Customer Needs and Providing Solutions: Ask relevant questions to understand customer requirements.
• Recording Conversations: Document all customer interactions in a comprehensive manner using a CRM system.
• Following Communication Procedures and Guidelines: Adhere to established communication procedures, policies, and guidelines.
• Assisting with Program Modifications: Help clients with any necessary modifications to their program, billing, and retention.
• Meeting Call and Retention Quotas: Strive to meet or exceed individual and team targets for calls and customer retention.

Bilingual Customer Service Loyalty Specialist

Data Scientist

• Perform extensive exploratory analyses across all the marketing channels
• Develop, test, productionalize, monitor and maintain propensity models to optimize marketing investment and customer acquisition in AWS leveraging S3, Lambda and SageMaker
• Productionize machine learning models with real-time and distributed batch scoring
• Proficiency with MLOps practices and tools for model versioning, monitoring, CI/CD pipelines
• Build dashboards in Tableau to communicate model trends, insights and performance
• Identify new areas of opportunity and ideate with stakeholders on new projects
• Stay current with industry best practices and emerging ML technologies
• Other duties as assigned

Senior Data Scientist

• Handle inbound and outbound client calls professionally, addressing client inquiries and ensuring high-quality customer service
• Maintain accurate records of all client interactions in the CRM system, ensuring data integrity and follow-up
• Respond promptly to client inquiries via email and chat, maintaining clarity and compliance with service-level agreements
• Conduct introductory calls to newly enrolled clients and assist clients through the enrollment process
• Engage with clients considering program cancellation to emphasize benefits and retain clients (Customer Loyalty Group)
• Utilize negotiation and problem-solving skills to enhance client satisfaction and retention
• Follow communication procedures, policies, and guidelines to ensure consistent service quality
• Meet or exceed performance goals and contribute to team success
• Be flexible with duties as assigned and adapt to dynamic team and client needs
• Work schedule: Friday to Monday with core hours 5 AM to 4 PM PST and flexible start times between 5 AM and 9 AM PST

Bilingual Senior Customer Service Representative

Business Analyst

• Develop and maintain accurate long-term and short-term forecasts for contact volumes, handle times, and staffing requirements across multiple channels (e.g., phone, chat, email, social media).
• Analyze historical data, market trends, and business initiatives to predict future workload and staffing needs and collaborate with operational leaders to align forecasts with business goals and operational strategies.
• Create and manage optimized schedules for a large workforce to ensure adequate coverage and adherence to service level targets; utilize WFM software to schedule shifts, breaks, and training sessions efficiently.
• Conduct "what-if" analysis to evaluate the impact of different scheduling scenarios on key performance indicators (KPIs).
• Monitor real-time performance of contact center agents and queues, identifying and addressing any deviations from the plan; proactively manage intraday adjustments to staffing including approving overtime or voluntary time off.
• Communicate effectively with contact center supervisors and managers to address immediate staffing needs and operational challenges.
• Generate and present detailed reports on key WFM metrics, including adherence, occupancy, service levels, and forecast accuracy; conduct deep-dive analysis to identify root causes and recommend solutions.
• Serve as a subject matter expert for all WFM-related inquiries and initiatives; lead or participate in cross-functional projects to improve operational efficiency and mentor junior WFM analysts.
• Stay abreast of industry best practices, new technologies, and WFM trends to continuously improve capabilities.

Principal Workforce Management Analyst

• Responsible for retaining clients who are considering canceling their services
• Handle incoming and transferred calls from clients who may be escalated, upset, or uncertain about the program's benefits
• Resell the program and its benefits to clients and persuade them to continue services
• General account maintenance including updating client information, processing payments, and ensuring accurate record-keeping
• Anticipate customer needs and address them proactively; actively listen to understand concerns
• Clearly communicate the value and benefits of our services and educate customers
• Respond promptly and empathetically to customer concerns and offer appropriate solutions
• Foster positive and professional relationships with customers and business associates
• Ask relevant questions, research, and gather necessary information to provide accurate solutions
• Document all customer interactions in CRM system, including relevant details and actions taken
• Adhere to established communication procedures, policies, and guidelines
• Assist clients with program modifications, billing, and retention support
• Strive to meet or exceed individual and team targets for calls and customer retention

Customer Service Loyalty Specialist, Bilingual

Compliance

• Monitor 2-4 lines of business
• Higher Targets - Regularly exceeding minimal targets by 5%
• Daily call monitoring per the predefined sampling criteria
• Analyze quality of calls by focusing on regulatory requirements, sales and service procedures, accuracy of information given and collected, and delivering on Americor’s Customer Experience standards
• Communicate findings with relevant managers and team members
• Other activities as assigned

Bilingual Customer Service Loyalty Specialist

Senior Data Scientist

Bilingual Senior Customer Service Representative

Principal Workforce Management Analyst

Customer Service Loyalty Specialist, Bilingual

Compliance Call Monitor