Customer Service Specialist- Bilingual

Protective; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

Protective Asset Protection is seeking a customer service representative to deliver exceptional support to our automotive finance and insurance clients. You will handle inquiries primarily by phone, email, chat, and social media, resolving problems and ensuring satisfaction.

The ideal candidate has strong multitasking abilities, comfort with multiple technology systems, and a proactive approach to problem resolution. Fluency in English and Spanish is required.

Qualifications

• Inbound call center experience or customer service experience preferred.
• Experience using modern computer systems and communication tools.
• Ability to resolve conflicts and create customer satisfaction in difficult situations.
• Flexibility to work evenings, weekends, and holidays.

Responsibilities

• Assist customers via phone, email, chat, and social media, ensuring a positive experience.
• Handle inquiries and resolve issues efficiently and document interactions across systems.
• Actively listen to customers, identify needs, and provide solutions or escalate as needed.
• Take ownership of customer issues and follow through to resolution.
• Provide accurate and up-to-date information about products, services, policies, and procedures.
• Maintain knowledge of products, services, promotions to address inquiries with relevant solutions.
• Meet or exceed SLAs and quality standards.
• Recommend improvements for service processes and interactions.
• Continuously develop product knowledge and customer service skills through training and self-learning.

Skills

Problem solving

Fast-paced environment

Empathetic listening

Communication skills

Education

High school diploma or equivalent

Some college education preferred

Tools

CRM software

Communication tools

Job description

The work we do has an impact on millions of lives, and you can be a part of it.Wehelp protect our customers against life’s uncertainties.Regardless ofwhere you work within thecompany, you’ll behelping 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:

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 [e-mail]. 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.