Homesite Bilingual Customer Service Representative (Remote)

About the position

In this experienced level role, you will serve as the first contact for Homesite-CONNECT customers, including advisors, clients, and relationship partners, addressing service issues, requests, procedures, and account information. The position emphasizes exceptional customer service, conflict resolution, and a results-driven approach, all while maintaining a growth mindset. This role is primarily home-based, with occasional travel to office locations for team meetings and events.

Responsibilities
? Act as the first contact for Homesite-CONNECT customers for service issues and requests.
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? Communicate directly with customers to research questions and resolve issues over the phone.
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? Open issue resolution cases and resolve higher-level problems as needed.
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? Gather and enter relevant information to ensure prompt resolution of customer inquiries.
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? Educate clients and advisors on newly enacted services and procedures to facilitate efficient self-service.
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? Troubleshoot simple usability issues raised by customers and refer complex issues to appropriate service partners.

Requirements
? Demonstrated experience providing customer-focused solutions or support.
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? Strong written and spoken communication skills in English and Spanish.
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? Ability to manage multiple priorities in a fast-paced environment.
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? Experience troubleshooting and resolving issues.

Nice-to-haves
? Experience in a home-based work environment.
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? Familiarity with insurance policies and procedures.

Benefits
? Comprehensive medical, dental, and vision benefits.
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? 401(k) contribution and pension plan.
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? Annual incentive program.
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? 9 paid holidays and 23 days of paid time off annually.
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? Student loan repayment program.
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? Paid family leave.

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