Americor is seeking a Bilingual Customer Service Loyalty Specialist to join our team. As a Bilingual Customer Service Loyalty Specialist, you will be responsible for retaining clients who are considering canceling their services. You will play a pivotal role in handling incoming and transferred calls from clients who may be escalated, upset, or uncertain about the program’s benefits. Having a strong sales background is important as it will help you resell the program and its benefits to clients, persuading them to continue with our services. Apart from handling cancellation calls, a CSL Specialist will be responsible for general account maintenance. This involves tasks such as updating client information, processing payments, and ensuring accurate record-keeping. By effectively addressing client concerns, communicating the program’s benefits, and providing outstanding customer service, CLG Specialists play a vital role in retaining clients and fostering long-term relationships.
About Us:
Americor is a leading provider of debt relief solutions for people of all backgrounds. We offer a variety of services to help our clients achieve financial freedom, including debt consolidation loans, debt settlement, and credit repair. Our dedication to others sets us apart – not only as a company but as a community of employees who support each other’s personal and professional growth. This commitment has earned us recognition as a ‘Top Place to Work’ and a leader in customer service excellence.
Responsibilities:
Proactive Support and Active Listening:
- Anticipate customer needs and address them proactively.
- Actively listen to customers to understand their concerns and requirements fully.
Educating Customers:
- Clearly communicate the value and benefits of our services.
- Provide information to customers about how services can meet their specific needs.
Addressing Customer Concerns and Providing Solutions:
- Respond promptly and empathetically to customer concerns.
- Offer appropriate solutions to resolve issues effectively.
Building Positive Relationships:
- Foster a friendly and helpful attitude towards customers and business associates.
- Engage in positive and professional interactions to build trust and rapport.
Identifying Customer Needs and Providing Solutions:
- Ask relevant questions to understand customer requirements.
- Research and gather the necessary information to provide accurate solutions.
Recording Conversations:
- Document all customer interactions in a comprehensive manner using a CRM system.
- Include relevant details of the conversation, customer preferences, and actions taken.
Following Communication Procedures and Guidelines:
- Adhere to established communication procedures, policies, and guidelines.
- Maintain professionalism and consistency in every customer interaction.
Assisting with Program Modifications:
- Help clients with any necessary modifications to their program, billing, and retention.
- Provide guidance and support throughout the modification process.
Meeting Call and Retention Quotas:
- Strive to meet or exceed individual and team targets for calls and customer retention.
- Focus on providing value to customers and actively working towards their satisfaction.
Requirements:
- 2+ years of experience in Customer Service and Sales is required.
- Bilingual in Spanish is required.
- Thorough knowledge of call center policies and procedures.
- Proficiency with computer programs such as Google Suite.
- Excellent communication skills: verbal and written.
- High-level active listening skills.
- Excellent attention to detail and problem-solving skills.
- Strong organization, time management, and multitasking skills.
- Ability to work efficiently under minimal supervision.
- Willing to work flexible hours, including overtime and weekend hours.
Education:
- High School Diploma or equivalent required.
Company Benefits:
- Ongoing training and development
- Opportunity for career advancement
- Medical
- Dental
- Vision
- Company Paid Group Life / AD&D Insurance
- 7 Paid Holidays and 2 Floating Holiday Days to use at will
- Paid Time Off
- Flexible Spending/HSA
- Employee Assistance Program (EAP)
- 401(k) match
- Referral Program
Compensation: $23.00 per hour.
Work Location: Remote- Must reside within the United States.