Bilingual Customer Service Representative

Markel is hiring a Bilingual Customer Service Representative to serve as the first point of contact for customers’ insurance questions. The role resolves concerns, provides efficient and effective service, and maintains knowledge of procedures, products, and programs to support customer relationships and department standards.

Responsibilities:

• Work diligently to find resolution to customer concerns and escalate to appropriate level when necessary
• Convey information efficiently, effectively, and appropriately to meet the needs of the customer
• Strive for first call resolution to provide “best in class” service
• CSRs are required to stay current and knowledgeable of all procedures to ensure department standards and guidelines are meet, which include Schedule Adherence, Quality Assurance, First Contact Resolution, Average Talk Time, Average Handle Time, Average Speed of Answer and Coding

Requirements:

• Ability to work in a fast-paced team environment
• Dedicated to providing a positive customer experience
• Communicate clearly and professionally over the phone
• Strong technical background/ability to multi-task in several systems at once
• Willingness to learn new material and systems/applications
• Accountable and reliable
• High school diploma or equivalent
• Bilingual in English/Spanish required
• Property/Casualty Insurance License required
• 2 or more years of insurance sales/service experience required
• Demonstrated job stability and attendance records
• Solid computer, grammar, and multi-tasking skills
• Must have Property & Casualty license to work remote outside of Markel office locations
• US Work Authorization required
• Markel does not provide visa sponsorship for this position, now or in the future
• Remote working experience a plus
• some college is a plus!