Bilingual Customer Service Agent

Insight Global; Wilkes-Barre (Luzerne County); Hybrid; USD 26,000 - 30,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Insight Global is hiring for a Customer Service Representative to support a call center. The role involves handling inbound and outbound calls with insureds and stakeholders, delivering accurate information, and maintaining records. This hybrid position requires on-site presence three days a week and offers a 6-month contract-to-hire path.

The ideal candidate has strong communication skills, problem-solving ability, and a customer-focused approach, with prior call center experience preferred.

Qualifications

• Excellent communication and problem-solving skills, with strong attention to detail and a customer-focused approach.
• Ability to work in a fast-paced environment.
• Demonstrates empathy and understanding toward customer concerns.
• Proficient in the use of computer systems and relevant software.
• Commitment to delivering exceptional customer service.
• Previous call center experience preferred.

Responsibilities

• Interacts with customers via inbound and outbound phone calls specific to inbound skills.
• Resolves customer inquiries or escalates to the appropriate department.
• Provides clear and concise information to customers.
• Maintains accurate and detailed records of customer interactions.
• Adheres to quality standards and procedures to ensure consistent service.
• Owns each interaction and focuses on first-contact resolution.

Skills

Excellent communication

Problem-solving

Empathy

Detail-oriented

Customer-focused

Job description

Customer Service Representative

A client of Insight Global is seeking strong communicators to join their call center as Customer Service Representative responsible for communicating over the phone with insureds, agency personnel, providers, claimants, vendors, and any other callers with questions related to insurance products and services.

Pay: $19.93/hour Shift options: 7:45am-4:15pm; 8:30am-5:00pm; 9:00am-5:30pm Hybrid (3 days on-site) 6 month contract-to-hire

Essential Responsibilities and Principal Accountabilities

• Interacts with customers via inbound and outbound phone calls specific to certain inbound skills.
• Resolves customer inquiries or escalates to the appropriate department.
• Provides clear and concise information to customers.
• Maintains accurate and detailed records of customer interactions.
• Adheres to quality standards and procedures to ensure consistent service.
• Provides feedback on services based on customer input.
• Utilizes the department’s policy and procedure manual as appropriate.
• Utilizes system software, internet resources, and an agency service center to answer call requests by accessing appropriate information from the system.
• Strives for customer satisfaction and remains polite and courteous under all circumstances.
• Owns each interaction and strives to resolve all customer inquiries with a focus on first-contact resolution.

Qualifications

• Excellent communication and problem-solving skills, with strong attention to detail and a customer-focused approach.
• Ability to work in a fast-paced environment.
• Demonstrates empathy and understanding toward customer concerns.
• Proficient in the use of computer systems and relevant software.
• Commitment to delivering exceptional customer service.
• Previous call center experience preferred.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Job duties are performed onsite in an office or home office work environment. This position requires the employee to be available for the full duration of their scheduled shift. This position may require some travel to other locations for training opportunities. This position requires a reliable internet connection for working from a home office. The home office must be free from distractions and support a confidential environment. Work is generally performed in a professional office environment. The individual in this position routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines. The noise level in these work environments is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities t