Bilingual Customer Service Representative

At Builders Mutual, we believe in the power of teamwork to get the job done right. Every day, our team delivers comprehensive commercial insurance and trusted safety solutions to protect and advance the unique needs of the contractor community. Rooted in teamwork, inclusion, expertise, and community, we work together to serve better, achieve more, and build lasting impact.
   

Leverage your customer service experience and join our team as a Bilingual Customer Service Representative! Our Bilingual CSRs assist customers with inbound calls to provide an exceptional customer experience on each call. They will gain a broad knowledge base of all functional areas in the company and navigate seamlessly from one system to another. This hybrid role will work in our Raleigh office a minimum of two days with the flexibility to work from home three days a week. The successful candidate should have a strong customer-focused attitude and the ability to thrive in a team environment.  

Your WORK as a Customer Service Representative will make a difference by:  

• Providing exceptional customer service in a fast-paced environment including inbound calls and emails from policyholders and agents according to service standards and procedures; call types will require knowledge of all lines of business, all states, policy level research and agency level research. 
• Adhering to Customer Contact Center schedule to ensure call service levels are met and customer satisfaction remains high.
• Using CRM tool to consistently bring forward suggestions to enhance the customer experience.
• Consistently meeting expectations of quality assurance program and productivity standards.
• Shows full proficiency in all systems and program, including ImageRight, C.0, BOB 2.0, CRM, and phone systems

Skills to get the JOB done RIGHT:  

• 2+ years of experience in a customer service-related role
• Full fluency (speaking, reading, and writing) in Spanish and English is required; experience providing customer service in Spanish preferred
• Previous insurance industry or call center experience is a plus
• Minimum of high school diploma, BA/BS degree preferred
• Strong knowledge of customer service principles, including sound decision-making and negotiating skills.
• Strong PC (MS Office, Outlook) skills as well as the desire and capability to learn new software or tools quickly
• Knowledge of policy processing systems, imaging systems and/or CRM systems is a plus.
• Excellent customer relationship management skills required.
• Ability to learn quickly and adapt to a changing environment
• The desire to succeed and develop in a call center environment