Bilingual Customer Service Representative

Job Description

Job Description

At Calvin Hupp Agency, we are dedicated to providing top-tier insurance services and building long-lasting relationships with our clients. Our agency is growing rapidly, and as we expand, were looking for an energetic and customer-focused Bilingual Customer Service Representative to join our team. In this role, you will be the face of our agency, helping to ensure our clients receive the highest level of service and support.

This is an in-office position based at our Oswego location. If you're passionate about providing exceptional service and enjoy working in a collaborative environment, this is the perfect opportunity for you to grow and make a significant impact within a dynamic team.

Benefits

Annual Base Salary Based on Experience

Paid Time Off (PTO)

Health Insurance

Evenings Off

Career Growth Opportunities

Mon-Fri Schedule

Responsibilities

Deliver Outstanding Customer Service : Assist customers by answering their questions, addressing concerns, and providing solutions in both English and Spanish. You will be the go-to resource for clients, helping them understand their policies and guiding them through coverage options and adjustments.

Manage Client Inquiries : Handle inbound and outbound calls, emails, and in-person interactions. Whether it's a simple question or a complex inquiry, you'll be responsible for resolving issues quickly and efficiently, all while maintaining a positive experience for our clients.

Assist with Policy Updates and Billing : Help clients with updating their policies, processing changes, explaining billing, and assisting with claims. Your expertise will ensure clients feel informed and supported throughout their journey.

Problem Resolution : Proactively resolve issues or complaints in a timely and professional manner. You'll work with clients to address their concerns, ensuring they feel heard and valued while offering appropriate solutions.

Collaborate Across Teams : Work closely with our sales, claims, and management teams to ensure the best possible outcomes for our clients. You will act as a bridge between departments, helping clients transition smoothly through various stages of their insurance experience.

Follow-Up with Clients : Regularly follow up with clients to ensure their needs are being met and that they are satisfied with their services. You'll be responsible for ensuring clients questions or issues are fully resolved.

Data Entry and Record Keeping : Maintain accurate and up-to-date records of all client interactions, transactions, and service requests. You will be responsible for entering information into our system and ensuring all data is complete and organized.

Provide Feedback and Insights : Share customer feedback and insights with the team to help improve our service offerings and contribute to the continued growth and success of the agency.

Requirements

Active P&C Insurance License is required.

Fluency in both English and Spanish is required to effectively assist our bilingual clients.

Previous experience in a customer service role, ideally in the insurance industry, is a plus.

Excellent communication skills, both written and verbal, with the ability to explain complex insurance terms in simple, easy-to-understand language.

Problem-solving skills with the ability to handle sensitive customer inquiries and resolve issues professionally.

Strong organizational skills and attention to detail. You should be able to manage multiple tasks and prioritize effectively.

Team player : While you will be responsible for managing your workload independently, this role requires close collaboration with other team members.

Tech-savvy : You'll need to quickly learn and use our internal systems and tools. Familiarity with basic software applications (e.g., Microsoft Office, CRM systems) is helpful.

Customer-focused attitude : Above all, you should have a strong desire to help people. You'll be responsible for delivering excellent service, building rapport with clients, and making sure they are satisfied with the help you provide.