Job Details

Job Title: Bilingual Customer Service Representative (English/Spanish)
Location: Chicago, IL 60631 (near O’Hare Airport) FULLY ONSITE
Industry: Insurance
Pay Rate: $26.00 per hour
Job Type: Temporary-to-Hire

Schedule: M-F 40 hours a week
 

FULLY ONSITE

Job Summary:
Our client in the insurance industry is seeking a Bilingual Customer Service Representative (English/Spanish) to join their team in Chicago (60631). As the first point of contact for policyholders, you will play a vital role in delivering an exceptional customer experience. This includes handling inquiries, resolving service and claims issues, and promoting policy retention. The ideal candidate is professional, friendly, and well-versed in insurance products and systems.

Key Responsibilities:

• Handle inbound and outbound calls from policyholders, agents, and designated customers (e.g., Worksite, Chubb Workplace, Individual Policyholders).

• Promote policy retention by clearly communicating the value and benefits of the company’s insurance products.

• Assist customers with billing, payments, policy administration, and claims intake.

• Work to retain customers who express interest in canceling coverage by resolving concerns and providing informed solutions.

• Accurately collect and input customer data across multiple internal systems.

• Consistently meet or exceed departmental KPIs, including quality, call handling time, and customer satisfaction.

• Provide clear instructions and set accurate expectations for policyholders.

• Support additional call types (e.g., claims, billing, agent support) as needed.

• Demonstrate strong alignment with the company’s values and commitment to continuous improvement.

• Must be available to work various shifts between 7:30 a.m. – 6:00 p.m. Central Time.

Required Skills:

• Fluent in English and Spanish (spoken and written).

• Excellent verbal and written communication skills.

• Strong problem-solving and critical thinking skills.

• Ability to assess customer needs and recommend appropriate solutions.

• Collaborative and adaptable in a fast-paced call center environment.

Education and Experience:

• High school diploma or equivalent required; Bachelor’s degree preferred.

• At least 1 year of experience in a contact center or high-volume customer service setting.

• Prior experience with customer retention is strongly preferred.