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TEKsystems - Columbia, SC
posted 2 months ago
Full-time - Entry Level
Columbia, SC
10,001+ employees
Professional, Scientific, and Technical Services
About the position
The Bilingual Retention Specialist at TEKsystems serves as a crucial point of contact for customers, focusing on retention and enhancing customer experience through effective communication and problem-solving. This hybrid role involves addressing customer inquiries, providing product information, and ensuring customer satisfaction while promoting Combined products and services.
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 and organizational skills.
- Ability to work a flexible schedule to meet business needs.
- Ability to remain calm in stressful situations.
- Ability to explain detailed policy concepts simply.
Nice-to-haves
- Experience in a hybrid work environment.
- Knowledge of insurance products.
Benefits
- Medical, dental & vision insurance
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth options
- Voluntary Life Insurance & AD&D for employee 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
