Job Description

Job Title: Bilingual Spanish/English-Customer Service Representative - 1 - Loyalty Services

Duration: 6+Months (Contract to Hire-CTH)

Location: Chicago, IL 60631

Interview Process: 1 interview with the hiring manager - WEBEX

Job Hours: 8:30am-7:00pm EST- timeframe. Monday-Friday

Job Schedule:5 days in office

TEMP TO PERM: Yes

JOB SUMMARY

Often the first point of contact for customers, the Loyalty Services Specialist is responsible for addressing customer service concerns, inquiries and activities. The Loyalty Services Specialist is responsible for retention and selling the value of Combined products and services. As a Loyalty Services Specialist, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems.

SKILLS

•Provide a needs analysis assessment for what a policyholder may need

• Strong verbal and written skills

• Ability to partner with others to resolve issues resulting in service or claim related issues

• Ability to utilize critical thinking skills

EXPERIENCE

• Handle policyholder retention, escalation, and resolution to prevent policy cancellations.
• Provide exceptional customer service to maintain business on the books.
• Troubleshoot technical issues related to self-service tools across three locations.
• Manage a high volume of inbound and outbound calls (20–25 calls per day).
• Conduct benefits information gathering while actively engaging with the policyholder during the call.
• Operate efficiently in a multi-tasking environment using 2–3 monitors and multiple systems simultaneously.
• Assist with cross-selling and pitching new products (A&H license is a plus but not required).
• Bilingual communication skills are strongly preferred to support diverse customer needs.
• Sales background preferred to support upselling and customer engagement.

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