Homesite Bilingual Customer Service Representative (Remote)

About the position

In this experienced level role, you will serve as the first contact for Homesite-CONNECT customers, including advisors, clients, and relationship partners, addressing service issues, requests, procedures, and account information. The position emphasizes exceptional customer service, conflict resolution, and a results-driven approach, all while maintaining a growth mindset. This role is primarily home-based, with occasional travel to office locations for team meetings and events.

Responsibilities
• Act as the first contact for Homesite-CONNECT customers for service issues and requests.
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• Communicate directly with customers to research questions and resolve issues over the phone.
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• Open issue resolution cases and resolve higher-level problems as needed.
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• Gather and enter relevant information to ensure prompt resolution of customer inquiries.
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• Educate clients and advisors on newly enacted services and procedures to facilitate efficient self-service.
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• Troubleshoot simple usability issues raised by customers and refer complex issues to appropriate service partners.

Requirements
• Demonstrated experience providing customer-focused solutions or support.
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• Strong written and spoken communication skills in English and Spanish.
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• Ability to manage multiple priorities in a fast-paced environment.
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• Experience troubleshooting and resolving issues.

Nice-to-haves
• Experience in a home-based work environment.
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• Familiarity with insurance policies and procedures.

Benefits
• Comprehensive medical, dental, and vision benefits.
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• 401(k) contribution and pension plan.
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• Annual incentive program.
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• 9 paid holidays and 23 days of paid time off annually.
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• Student loan repayment program.
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• Paid family leave.

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