Bilingual Customer Service Representative (Remote)

Globe Life is seeking a Bilingual Customer Service Representative to provide superior first-tier customer support. The role involves resolving customer inquiries across phone, email, and written correspondence, handling escalated issues, meeting quality and performance standards, and supporting department initiatives in a remote work environment.

Responsibilities:

• Assist with daily call volume (service level takes priority)
• Provide accurate resolutions to customer inquiries in a professional and courteous manner
• Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.)
• Meet Quality Assurance Requirements and other key performance metrics
• Professionally handle and resolve escalated issues
• Work a Monday through Friday schedule with no weekend shifts
• All other duties as assigned

Requirements:

• High school diploma or Equivalent
• 1 year of customer service experience in a similar role
• Fluency in Spanish and English, speaking, reading, and writing
• Excellent verbal, written, and listening communication skills
• Ability to ask probing questions, understand concerns, and overcome objections
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general Internet knowledge; ability to learn new computer systems
• Knowledge of customer service principles and practices
• Team-oriented mindset with commitment to achieving team and organizational goals
• Customer Service Focus: ability to listen, understand client needs, and exceed service and quality expectations
• Professional, friendly attitude with the ability to quickly build rapport with customers