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TEKsystems - Columbia, SC
posted 2 months ago
About the position
The Bilingual Client Retention Strategist at TEKsystems is a hybrid role focused on customer service and retention. This position serves as the first point of contact for customers, addressing inquiries and concerns while promoting the value of Combined products and services. The representative is expected to create a positive customer experience through professionalism and knowledge of the products, while also meeting performance metrics and supporting organizational goals.
Responsibilities
- Provide insurance product information to policyholders.
- Assist customers via calls to address cancellations, product benefits, and claims issues.
- Match products to client needs.
- Help collect current and past due premiums.
- Offer detailed policy status updates.
- Troubleshoot basic website/app issues.
- Meet or exceed departmental quality and performance KPIs.
- Support organizational goals and provide feedback for process improvements.
- Perform additional duties as assigned.
Requirements
- High School Diploma or GED; Bachelor's degree preferred.
- 1-2 years' experience in customer service.
- 1-2 years call center experience.
- Previous experience with retention efforts preferred.
- Previous phone sales experience is a plus.
- Bilingual in English/Spanish (verbal, written, and reading).
- Friendly and professional demeanor.
- Excellent communication and interpersonal skills.
- Critical thinking skills.
- Basic computer skills and knowledge of database software.
- Demonstrated attention to detail, organizational skills, and time management skills.
- Ability to work a flexible schedule to meet business needs and performance requirements.
- Ability to remain calm in stressful situations.
- Ability to explain detailed policy concepts in a simple way.
Nice-to-haves
- Experience in a hybrid work environment.
- Familiarity with insurance products.
Benefits
- Medical, dental & vision insurance
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth post-tax contributions
- Voluntary Life & AD&D insurance for employees and dependents
- Short and long-term disability insurance
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Paid Time Off (PTO), Vacation or Sick Leave
