The Senior Customer Service Representative at Americor is vital for maintaining exceptional client relations and ensuring high levels of customer satisfaction. This role is comprehensive, requiring involvement in client services, email/chat communications, the enrollment process, and retention strategies. The successful candidate will provide effective, timely, and professional communication with clients, facilitating a positive experience throughout their journey with the company. 

Responsibilities:

Client Services:

• Handle inbound and outbound client calls with professionalism, addressing client inquiries and ensuring high-quality customer service.
• Maintain accurate records of all client interactions in the CRM system, ensuring data integrity and follow-up.

Email/Chat Communications:

• Respond promptly to client inquiries via email and chat, maintaining clarity and compliance with service-level agreements.
• Document all interactions thoroughly in the CRM database.

Enrollment Processes:

• Conduct introductory calls to newly enrolled clients, providing them with all necessary program information.
• Assist clients through the enrollment process, addressing any questions or concerns.

Retention:

• Engage with clients considering program cancellation, emphasizing the benefits and addressing concerns.
• Utilize negotiation and problem-solving skills to enhance client satisfaction and retention.

General Responsibilities:

• Adhere to communication procedures, policies, and guidelines to ensure consistent service quality.
• Meet or exceed performance goals, contributing to team and company success.
• Be flexible with duties as assigned, adapting to the team's and clients' dynamic needs.

Work Schedule:

• Monday- Friday, 7 AM to 4 PM PST. This position requires a commitment to these hours to ensure consistent, high-level client service.

Requirements:

• Experience in customer service roles, particularly in client services, email/chat support, and retention.
• Bilingual in Spanish is required.
• Demonstrated success in a customer service environment, focusing on client satisfaction and retention.
• Strong verbal and written communication skills.
• Effective problem-solving and attention to detail.
• Familiarity with CRM systems and proficiency in Microsoft Office and G-Suite.

Education:

• High School Diploma or equivalent required

Company Benefits:

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program

Americor is proud to be an Equal Opportunity Employer. Americor does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

* Note to Agencies: Americor Funding, Inc. (the “Company”) has an internal recruiting department. Americor Funding Inc. may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters (“Agency”). Agencies are hereby specifically directed NOT to contact Americor Funding Inc. employees directly in an attempt to present candidates. The Company’s policy is for the internal recruiting team or other authorized personnel to present ALL candidates to hiring managers. Any unsolicited resumes sent to Americor Funding Inc. from a third party, such as an Agency, including unsolicited resumes sent to a Company mailing address, fax machine, or email address, directly to Company employees, or to the resume database, will be considered Company property. Americor Funding Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Americor Funding Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.