Customer Service Representative, Spanish Speaking
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Job Description
Spanish-speaking customer service representative supporting small-business insurance customers through phone, email, and chat. Troubleshooting inquiries, documenting accounts, and coordinating with internal teams remotely for Veracity.
Responsibilities:
- Provide customer service through phone, email, chat, or other contact methods
- Communicate clearly and professionally with customers
- Document all customer accounts immediately after any action
- Use job tools and job aids and apply basic troubleshooting to resolve inquiries before escalation
- Assist with simple certificate requests
- Manage email inboxes
- Self-manage tasks and work independently with minimal supervision
- Adapt to shifting customer needs and channel demands while demonstrating empathy
- Provide frontline feedback on recurring customer pain points to improve processes and AI responses
- Perform other duties as requested, directed, or assigned
- Report to the Communications Manager
Requirements:
- High school diploma or equivalent required
- 2+ years’ experience in customer service
- Ability to obtain and maintain a Property and Casualty (P&C) insurance license
- Ability to adapt to changing customer needs and multiple communication channels
- Strong problem-solving skills to troubleshoot issues before escalation
- Strong written and verbal communication skills
- Proficiency with common customer service software and systems, such as CRM tools
- Strong time management and multitasking abilities
- Comfortable using AI-enabled support tools, such as chatbots, AI knowledge bases, or generative AI assistants
- Willingness to learn and follow company guidelines
Benefits:
- Health, dental, and vision plans
- 4 weeks of Paid Time Off
- 10 Paid Company Holidays
- 2 floating holidays
- 401K Programs with employer match
- Personal assistance programs for support in a healthy personal and work life
- Remote work
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