Descripción del puesto

The Service Coordinator's objective is to provide first-class telephone service and comprehensive support related to the different lines of business and products offered by VUMI and its affiliates.

This role serves as a liaison between internal teams and agents to ensure timely and successful delivery of service,Providing administrative support to improve the experience.

The service coordinator will work closely with the Account Managers, Sales, and Operations team to achieve a high resolution rate for general business inquiries on the first contact.

Main Responsibilities include:

• Answer phone calls according to the guidelines
• Answer inboxes and keep inquiries up to date.
• Provide personalized service in a professional and friendly manner
• Answer questions within 48 hours and address any concerns that arise from the agents with accurate and adequate information.
• Ability to resolve problems and complaints providing useful solutions.
• Stay up-to-date on current products, tools, policies, and operational processes to provide support and assistance to agents.
• Serve as the first point of contact for case analysis and agent support
• Respond to inquiries and provide updates in a timely manner via calls, email and messages within the service agreements.
• Gather information and begin review to transfer complex situations or cases that merit being scaled for further analysis.
• Maintain up-to-date records of call handling, incident and complaint reporting for metrics, performance and quality control.
• Assist in the characteristics and management of plans and case status.
• Interdepartmental collaboration to identify areas for improvement and opportunity.
• Manage payments, quotes, issue letters, and perform follow-ups.
• Meet department quality, performance, and metrics standards

Requisitos

• Higher Studies (BA or Associate Degree) or equivalent work experience, preferably in Business, Marketing or related fields.
• Experience in insurance and/or customer service.
• Excellent customer service and communication skills.
• Experience handling telephone calls.
• We are looking for a candidate with English and Spanish strong language skills (B2 and above).
• Ability to interact with customers, clients, and medical providers verbally and in writing in English and Spanish especially outbound calls.
• Proficient in computer systems and applications, including MS Office.
• Accurate data entry skills including reasonable typing speed
• Team player who can also work independently
• Excellent oral and written communication skills, assertive and well-articulated and attention to detail.

Beneficios

• Medical and hospital insurance (after 3 months)
• Food vouchers - Pluxee. (after 3 months)
• Assigned parking
• Birthday Leave
• Integration activities.