Tite: Bilingual Spanish/English Customer Service Representative Duration: 6 Months CTH Job hours: 40 hours a week-8 hours shift between 7:30am-8:00pm Job schedule: 5 days in office- Some Saturday hours may be required. Interview process: Virtual interview TEMP TO PERM opportunity

Job Summary: The CWB Representative role supports the CWB (Client Workplace Benefits) contact center by servicing customers through inbound/outbound calls and emails. Ideal candidates thrive in a fast-paced environment, demonstrate attention to detail, excel in communication, and possess strong problem-solving skills. The primary goal is to deliver exceptional customer experiences. In addition, assisting with functions that include but is not limited to:

Responsibilities • Provide superior customer experience via incoming telephone calls in a fast-paced, automated, high-volume contact center environment • Assume ownership and timeliness in handling callers' requests in an efficient, accurate and professional manner • Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments) • Ability to navigate multiple systems and applications to research, analyze and resolve requests & inquiries • Maintain performance and quality standards • Analyze information to make appropriate decisions and solve problems, while maintaining a positive phone experience • Ability to learn the basic concepts of personal lines insurance principles and Client and Combined products offered to our CWB customers • Work collaboratively with team members, and business partners to provide a positive customer experience for our caller • Ability to work 40 hours a week on scheduled shift between the hour 7am-8pm CST; work overtime and weekends as needed • Assist with special requests as needed. • Complete additional tasks and other projects/duties as assigned

Qualifications • Minimum of high school diploma or equivalent; college degree or currently pursuing is preferred. • 1-3 years experience of Insurance background • Customer- focused mindset and dedication to providing exceptional service to employees • Previous experience in a high-volume contact center with a focus on decision making, problem solving and delivering superior customer service is a plus! • Outstanding, effective, and service focused communication skills, both verbal and written • Proficient in computer skills, multi-application navigation and multi-tasking • Accepts accountability