Customer Support Specialist
Sendoso
Bilingual Senior Customer Service Representative
Americor
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $22 - $23 per hour
Job Level
Senior
About the role
- 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
Requirements
- Proven experience in client retention, specifically handling calls from customers looking to cancel and successfully retaining their business
- Bilingual in Spanish (required)
- Strong verbal and written communication skills
- Effective problem-solving and attention to detail
- Experience in customer service roles, particularly in client services, email/chat support, and retention
- Experience using a CRM system such as Salesforce or similar
- Proficient in Microsoft Office and G-Suite
- Must reside in the United States
- High School Diploma or equivalent (additional qualifications in customer service preferred)
- Availability Friday through Monday (10 hour shifts, core hours 5 AM to 4 PM PST; schedule flexibility may require start between 5 AM and 9 AM PST)
- Demonstrated success in a customer service environment focused on client satisfaction and retention
Benefits
- Ongoing training and development
- Opportunity for career advancement
- Medical
- Dental
- Vision
- Company Paid Group Life / AD&D Insurance
- 7 Paid Holidays and 2 Floating Holiday Days to use at will
- Paid Time Off
- Flexible Spending/HSA
- Employee Assistance Program (EAP)
- 401(k) match
- Referral Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client retentionCRM systemSalesforceMicrosoft OfficeG-Suitecustomer serviceemail supportchat supportproblem-solvingattention to detail
Soft skills
verbal communicationwritten communicationnegotiationflexibilityadaptabilityclient satisfactionteam collaborationcustomer loyaltydata integrityservice quality
Certifications
High School Diplomacustomer service qualifications
