Spanish Bilingual Customer Care Agent
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Job Description
Spanish bilingual customer care agent supporting Embrace Pet Insurance customers with policy changes, coverage questions, and claims. Handling high-volume phone and email inquiries remotely.
Responsibilities:
- Respond to 70–90 phone calls per day while providing exceptional customer service
- Answer customer emails promptly and address inquiries and concerns professionally
- Assist other departments with policy procedures and adjustments
- Help pet parents understand coverage and options
- Review claims and maintain and adjust new and existing policies
- Collaborate with team members by sharing knowledge and resources
- Handle emotionally challenging, intense, and stressful situations with grace and resilience
- Perform other duties as assigned
Requirements:
- Proficiency in both English and Spanish—reading, writing, and speaking both languages smoothly and without hesitation
- Experience in a customer service role, preferably in a call center setting
- Basic level of technical proficiency; comfortable navigating multiple software applications across multiple screens
- Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism
- Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers
- Adaptability and ability to multitask in a fast-paced and demanding environment
- Genuine desire to make a positive impact on customers’ experiences and help them find solutions
- Ability to work the specified M–F and Saturday EST shifts
- Full-time availability
Benefits:
- Bilingual pay differential for candidates who meet language proficiency requirements
- Overtime eligibility
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
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