Bilingual Customer Service Representative

buildersmutual; Raleigh (NC); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation and bonus

3 weeks PTO + birthday off

37.5-hour workweek

Professional development through BUILD

Volunteer Time Off (VTO)

Comprehensive benefits

Job summary

Builders Mutual in Raleigh, NC is seeking a Bilingual Customer Service Representative to support policyholders and agents with inbound calls and emails. This hybrid role requires at least two days in the Raleigh office and up to three days from home, with a strong customer focus and teamwork mindset.

You will work with multiple systems like ImageRight, CRM, and other policy processing tools, delivering accurate information, meeting service standards, and contributing to a positive customer

Qualifications

• 2+ years in a customer service-related role.
• Full fluency in Spanish and English; Spanish experience preferred.
• Insurance industry or call center experience a plus.
• High school diploma required; BA/BS preferred.
• Strong knowledge of customer service principles and decision-making.

Responsibilities

• Provide exceptional customer service via inbound calls and emails from policyholders and agents.
• Adhere to Customer Contact Center schedule to maintain service levels and satisfaction.
• Utilize CRM tools and systems to improve the customer experience.
• Meet quality assurance and productivity standards.
• Demonstrate proficiency in systems such as ImageRight, C.O, BOB 2.0, and CRM.

Skills

Bilingual CS

Customer service

MS Office

Education

High school diploma

BA/BS preferred

Tools

ImageRight

CO

BOB 2.0

CRM

Job description

At Builders Mutual, we believe in the power of teamwork to get the job done right. Every day, our team delivers comprehensive commercial insurance and trusted safety solutions to protect and advance the unique needs of the contractor community. Rooted in teamwork, inclusion, expertise, and community, we work together to serve better, achieve more, and build lasting impact.

The OPPORTUNITY

Leverage your customer service experience and join our team as a Bilingual Customer Service Representative! Our Bilingual CSRs assist customers with inbound calls to provide an exceptional customer experience on each call. They will gain a broad knowledge base of all functional areas in the company and navigate seamlessly from one system to another. This hybrid role will work in our Raleigh office a minimum of two days with the flexibility to work from home three days a week. The successful candidate should have a strong customer-focused attitude and the ability to thrive in a team environment.

Your WORK as a Customer Service Representative will make a difference by:

• Providing exceptional customer service in a fast-paced environment including inbound calls and emails from policyholders and agents according to service standards and procedures; call types will require knowledge of all lines of business, all states, policy level research and agency level research.
• Adhering to Customer Contact Center schedule to ensure call service levels are met and customer satisfaction remains high.
• Using CRM tool to consistently bring forward suggestions to enhance the customer experience.
• Consistently meeting expectations of quality assurance program and productivity standards.
• Shows full proficiency in all systems and program, including ImageRight, C.0, BOB 2.0, CRM, and phone systems

Skills to get the JOB done RIGHT:

• 2+ years of experience in a customer service-related role
• Full fluency (speaking, reading, and writing) in Spanish and English is required; experience providing customer service in Spanish preferred
• Previous insurance industry or call center experience is a plus
• Minimum of high school diploma, BA/BS degree preferred
• Strong knowledge of customer service principles, including sound decision-making and negotiating skills.
• Strong PC (MS Office, Outlook) skills as well as the desire and capability to learn new software or tools quickly
• Knowledge of policy processing systems, imaging systems and/or CRM systems is a plus.
• Excellent customer relationship management skills required.
• Ability to learn quickly and adapt to a changing environment
• The desire to succeed and develop in a call center environment

Your Employee Experience at Builders Mutual:

At Builders Mutual, we’re intentional about creating a workplace where people can do meaningful work, feel supported by leaders who care, and grow their careers with confidence. Great workplaces don’t just happen — they’re built with intention. You’ll also be part of a team where people show up as themselves, support one another, and take pride in what we’re building together.

• Competitive compensation and a performance bonus program
• 3 weeks of PTO to start, plus your birthday off
• A 37.5-hour workweek
• Professional development through Builders University
• Everyday Wins recognition with swag and extra time off
• 8 paid Volunteer Time Off (VTO) hours to give back
• Comprehensive benefits that support your wellbeing today and your future tomorrow