Customer Service Representative, Bilingual

Travelers is one of the best property casualty insurers in the industry, committed to taking care of customers and communities. The Customer Service Representative will handle a high volume of customer inquiries, providing a positive experience while demonstrating empathy and resolving customer needs.

Responsibilities:

• Successfully handle inbound inquiries from external customers and/or internal business partners via calls, emails, chats and/or other methods, taking the appropriate action, as needed; this may include questions regarding quotes, policies, coverages, billing, audits, or application access/support
• Build and maintain customer satisfaction and trust by actively listening to inquiries and effectively applying learned product, systems, and business area knowledge to educate and respond to the customer accurately and efficiently
• Navigate multiple systems and platforms simultaneously while interacting with the customer
• Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience
• Ensure accurate and comprehensive documentation of information, following the defined guidelines and procedures of the corresponding business area
• May support departmental projects and initiatives, provide guidance and/or support to new hires and peers, and take on other developmental opportunities
• Perform other duties as assigned

Requirements:

• High school diploma or GED
• Fluent in English and Spanish language
• Successful completion of applicable new hire training, and subsequently meeting minimum performance expectations, or 6 months of customer service or related experience
• Strong verbal and written communication skills with the ability to clearly convey information to various audiences while showing empathy and understanding of the customer's needs
• Proficiency utilizing technology, including the ability to navigate across multiple systems simultaneously
• Ability to analyze information and think critically to make informed decisions
• Organizational and time management skills with the ability to handle shifting priorities in a high-volume, fast-paced environment
• Flexibility and resiliency to navigate change
• Desire to continuously acquire new skills and knowledge