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Job Description
Ethos is seeking a Bilingual Customer Experience Associate to deliver exceptional support to Spanish and English-speaking customers and insurance agents. This remote role involves working US hours (8 AM - 6 PM Central Time). The ideal candidate will be fluent in both Spanish and English, possess strong problem-solving skills, and have a customer-centric approach. Ethos is committed to providing a positive customer experience and values diversity and inclusion.
Role Involves:
- Ensuring accuracy in information communicated to agents.
- Becoming efficient in systems dealing with consumer policy information and partner agent systems.
- Understanding and communicating complex agent payments and contract details.
- Providing excellent service via email, live chat, SMS, and phone in Spanish & English.
- Developing a strong understanding of Ethos products and processes.
- Identifying customer/agent needs and processing requests efficiently.
- Building rapport with agents through clear communication.
- Meeting individual and customer support team goals.
- Identifying opportunities for process improvements.
Requirements:
- 1-3 years of bilingual experience in customer support, customer success, operations, or a related role.
- Fluency in Spanish & English (verbal and written).
- Minimum B2 certificate in Spanish language or equivalent.
- Minimum C1 certificate in English language or equivalent.
- Detail-oriented, especially with agent compensation and contract details.
- Bachelor’s degree preferred.
- Proficiency with Salesforce or equivalent support software preferred.
- Strong problem-solving skills.
- Excellent time management and organizational skills.
- Adaptability to change.
- Excellent phone presence and written communication skills.
Ethos offers:
- Remote working role.
