Posted Jan 31

Bilingual Spanish Customer Service Representative

Title: Bilingual (Spanish) Customer Service Representative (Home Based Work)


Location: Countrywide, Countrywide, US


Company: Allstate Insurance Company


Where good people build rewarding careers.


Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.


Job Qualifications


The Allstate Brand Operations (ABO) Customer Contact Center is growing our Virtual workforce and we are looking for customer-centric, charismatic, talented individuals who thrive in a collaborative and challenging environment. Customer Service is committed to delivering an effortless, efficient and personalized customer experience.


Extra Hands is a specialized group within Allstate that provides services for our Agents directly. An employee will be required to efficiently navigate through several call types all while providing accurate and world class customer service on Agent’s behalf. Extra Hands work flow is largely outbound; in all campaigns ownership of each call is required.


The Extra Hands Bilingual (Spanish) Customer Service Associate will be working one-on-one with current Allstate customers through both inbound and outbound calling, helping to answer their questions, explain coverage, and make changes to policies. In the process, you will leverage your strong customer service skills to ensure a highly personable and enjoyable experience for all callers.


Key Responsibilities


  • Support our Customers by delivering an effortless and personalized experience
    • Active listening, showing interest, compassion and displaying empathy for the customer.
    • Demonstrate accuracy in processing changes to customer policies based on the information provided.
    • Ensure first call resolution and customer satisfaction on all transactions.


Work in a dynamic “virtual’ environment


  • Ensure internet service and connections are in working order at all times
  • Be proficient in multi-tasking on the computer, phone and chat rooms to support customer requests.
  • Be available, present and actively ready to receive calls without distractions


Job Qualifications


  • Must be Fluent in Spanish (read/speak/write)
  • Established experience in work from home environment experience a plus
  • Minimum of 2 years of customer service experience, call center experience a plus
  • Flexibility with changes to business requirements (ie: shift and weekend work schedules)
  • High School diploma or equivalent
  • Excellent listening /communication skills (both oral and written)
  • Intermediate to Advanced computer skills including keyboard proficiency
    • Strong ability to troubleshoot at home technical issues


Work Environment


We are committed to leveraging technology to enable home-based work in combination with our traditional call centers. Qualified candidates will need a dedicated work space and must meet internet access standards for consideration. As a commitment to our customer and employee experience hardware is provided (computer and peripherals)


Standard Technical Requirements


  • Home Internet service must be stable.
  • 50 Mbps Download and 5 Mbps upload internet service packages
  • Access to hardwire (plug-in) ethernet/network cable to your modem/router during your shift.
    • Wifi connection is not allowed
    • Cannot use satellite, hotspots, MIFI devices, wireless AC wall plug-in extenders, repeaters, boosters and/or pods
  • Space for Desktop equipment and 2 monitors – Allstate will provide all equipment


Information Security requirements


Minimum Requirements – (summary, not all inclusive)


  • Established or Dedicated Work area at home, ensuring:
    • No one can see your screens, keyboards or Allstate documents
    • Area is located where no one can overhear your conversations
    • Free from potential hazards affecting equipment (e.g. pets, plants, water, etc.)
    • Workspace is not vulnerable to theft
    • Free from distractions


Hours and Salary


  • Start Date March 12th, 2020
  • First Phase of Education (Approx 6 weeks):
  • 10 AM to 6:30 PM MST Monday – Friday
  • Second Phase of Education (Approx 7 weeks) and Production schedule options:
  • Monday – Friday 12:30 PM – 9 PM MST
  • Sunday & Rotating Saturdays Off


After Education (Production):


  • Sunday & (rotating) Saturdays Off
  • Monday – Friday 12:30 PM – 9 PM MST


There is a possibility the business may need to dictate an earlier start time in Transition/Production. Please be aware.


Base Salary:


$31,200 annual / $15.00 per hour

Spanish Bi-Lingual: Includes an additional 10% pay differential

The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.


Good Work. Good Life. Good Hands®.


As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life — including a generous paid time off policy.


Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.


Allstate generally does not sponsor individuals for employment-based visas for this position.


Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.


For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.


To view the “EEO is the Law” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs


To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.


It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee’s terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.


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