Bilingual Lead Customer Service Representative

About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.

About ePremium Insurance

As part of the Inhabit company, ePremium Insurance Agency, LLC has been named one of INC 500s fastest growing privately held companies in the nation and has been recognized as a Top Workplace in Cincinnati, specializing in technology-based renters insurance program management.

The rapid growth of the company has created a wealth of career opportunities. We have a modern, relaxed office environment with premium facilities and tremendous advancement opportunities within the company.

Job Description 

Serves customers answering inquiries; resolves problems; fulfilling requests. This position requires a minimum of three years of work experience as a customer service representative and a year experience as a Lead CSR. Provides assistance and coaching to other CSRs. Provides assistance to new CSRs while they are in training.

Functions and Responsibilities 

• Handle incoming calls, chats, and emails from residents and/or insureds, manage the customer care email inbox, take or help with escalations
• May be required to place outbound calls to advise insureds of their policy status and to correct the status if requested.
• Responsible for staying up to date on procedures and protocol changes
• Mentor and coach another CSR when appropriate.  
• Answer questions from other CSRs, with accuracy, via internal group chat  
• May take part in certain projects and helping to develop new products and programs
• Provide feedback and insight to leaders with a focus on customer experience
• Provide ideas to leaders with a focus on continuous improvement

What We’re Looking For (Minimum qualifications)

• 3 years experience as a customer service representative
• 1 year experience as a Lead customer service representative
• Bilingual in English required
• Has demonstrated professionalism with other associates and other departments
• Has demonstrated proficiency with all CSR responsibilities
• Is fully trained to service all queues
• Has full access and training on all CSR related technology platforms
• Punctual attendance record including breaks and lunches
• Has shown examples of self development
• Encourages and assists team members on difficult situations
• High School Diploma
• CSR Certifications a plus

Type

• Full time, Hourly

Location

• Guadalajara, Jalisco, MX

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.