Bilingual Customer Service
CCG IQ, United States

The Bilingual Customer Service Coordinator is responsible for the coordination, scheduling and logistics of damage assessments across the United States. This role will work with insurance carriers, technicians and end-user customers to gather accurate project information, enter project information and ensure the timely and successful completion of multiple projects. Alpine Intel's in-depth, company training program will prepare and excite you for the day-to-day operations of your role. All training is conducted in-house where you will get hands-on experience and learn all facets of our business.

Position Description

• Schedule and coordinate project assessments with our in-network technicians and end-users.
• Receive inbound calls from customers, technicians and end-users, and handle with high level of service and professionalism.
• Make outbound follow up calls to follow up with customers, technicians and end-users to coordinate project assessments.
• Manage three-day turnaround time by proactively working to problem solve, provide regular updates and escalate appropriately.
• Be detailed in all notations to properly communicate to the team.
• Ensure the accuracy and completeness of all claim information.
• Interface with insurance adjusters to provide regular updates on assessment progress.
• Manage outbound scheduling calls.
• Meet daily key performance metrics.
• Handle and field customer service escalations professionally.
• Provide timely internal progress reports to the Management Team.
• Perform other duties as assigned.

Requirements

• You are bilingual in Spanish and English languages.
• Shifts: Mon-Fri 9AM-6PM; Mon-Fri 11AM-8PM; Saturday Shift: 4 Week Days amp; Saturdays.
• Minimum of two years of experience working as a professional in a customer service or call center environment.
• Excellent phone and listening skills coupled with the ability to ask probing questions to understand concerns and taking ownership of resolving issues in a relatively timely manner.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Must possess professional and friendly attitude and be able to quickly develop a rapport with customers.
• Excellent interpersonal, written, and oral communication skills.
• Strong customer service, critical thinking and problem-solving and strong detail orientation required.
• One to two years of editing amp; proofreading experience highly preferred.
• Ability to prioritize and make decisions based on best interest of the customer and Alpine Intel.
• Strong technical capability. Experience with Salesforce.com is preferred.
• Must be able to work alone, action-oriented and proactive, displaying a very strong sense of personal accountability.

Benefits

• Paid time off and paid company holidays
• 100% employer-paid medical insurance
• 100% employer-paid Life and ADamp;D, Long-term and Short-term Disability
• Vision, Dental insurance
• Paid Parental Leave
• 401(K) matching program
• Company contribution to Health Savings Account (HSA)
• Casual work environment
• Employee referral program
• Company sponsored events

Job Rewards and Benefits