Customer Service Specialist- Bilingual

Logoslabs; San Francisco (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Protective Asset Protection in San Francisco is seeking a customer service representative to provide exceptional support to our customers by phone, email, chat, and social channels. You will resolve inquiries, document interactions, and maintain accurate product knowledge.

The ideal candidate is fluent in English and Spanish, adaptable in a fast-paced environment, and able to work with multiple systems. You will own issues from start to finish and strive to meet SLAs and quality standards.

Qualifications

• Previous customer service experience in an inbound call center or similar environment is preferred.
• Experience using various modern computer systems and communication tools.
• Demonstrated ability to resolve conflicts and create customer satisfaction in difficult situations.
• Flexibility to work in shifts, including evenings, weekends, and holidays.

Responsibilities

• Assist customers via phone, email, chat, and social media, ensuring a consistent and positive experience.
• Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner.
• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.
• Actively listen to customers, identify their needs, and provide appropriate solutions or escalate when necessary.
• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.
• Provide accurate and up-to-date information about products, services, policies, and procedures.
• Maintain comprehensive knowledge of company products, services, and promotions to address inquiries and offer relevant solutions.
• Meet or exceed customer expectations by performing at or above SLAs and quality standards.
• Recommend opportunities for improvement of our customer service processes and interactions.
• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

Skills

Problem solving

Multitasking

Active listening

Communication skills

Education

High school diploma

Job description

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

In this role, you will be responsible for providing exceptional service to our customers. You will interact with customers primarily over the phone to address their inquiries, resolve problems, and ensure their overall satisfaction. The ideal candidate will have strong multitasking skills, be comfortable working with multiple technology systems, and demonstrate ownership and a proactive approach to problem-resolution.

Applicants must demonstrate full fluency in Spanish and English

Responsibilities:

• Assist customers via various communication channels, including phone, email, chat, and social media, ensuring a consistent and positive experience.

• Handle customer inquiries and resolve issues efficiently, effectively, and in a timely manner.

• Utilize multiple systems and software tools to access customer information, track interactions, and document relevant details accurately.

• Actively listen to customers, identify their needs, and provide appropriate solutions or elevate to the appropriate team if necessary.

• Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction.

• Provide accurate and up-to-date information about products, services, policies, and procedures.

• Maintain comprehensive knowledge of company products, services, and promotions to effectively address customer inquiries and offer relevant solutions.

• Meet or exceed customer expectations by performing at or above the established service level agreements (SLAs) and quality standards.

• Recommend opportunities for improvement of our customer service processes and interactions.

• Continuously develop and enhance product knowledge and customer service skills through ongoing training and self-learning opportunities.

Knowledge, Skills, Attributes:

• Strong problem-solving and decision-making abilities, with the capacity to think quickly and independently.

• Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.

• Empathetic listening skills, good judgement, and critical thinking to know when issues should be escalated.

• Excellent communication skills, both written and verbal, with a professional and friendly demeanor.

Requirements:

• Previous customer service experience in an inbound call center or similar environment is strongly preferred.

• Experience using various modern computer systems, software applications, and communication tools.

• Demonstrated experience in resolving conflict and creating customer satisfaction in difficult situations.

• High school diploma or equivalent; some college education preferred.

• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.

About Us – Asset Protection

Protective Asset Protection has been providing finance and insurance (F&I) solutions for the automotive industry for more than 60 years. We proudly serve thousands of dealerships and financial institutions in the automotive, marine, powersports and recreation vehicle industries throughout the U.S. providing innovative vehicle protection products, wealth-building programs, training and technology. Our portfolio of vehicle protection plans, GAP coverage, limited warranties and ancillary products provide opportunities to generate revenue with products that help drive customer retention and satisfaction. Protective Asset Protection is part of the financial services holding company, Protective Life Corporation. For more information about Protective Asset Protection visit www.ProtectiveAssetProtection.com.

Employee Benefits:

• We aim to protect the wellbeing of our employees and their families with a broad benefits offering.

• In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program.

• Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day).

• The financial health of our employees is just as important as physical and emotional health.

• Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching.

• All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

• Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.