Our Client, a Property and Casualty Insurance company, is looking for a Bilingual Customer Service Representative - 1 - Loyalty Services for their Columbia, SC/ Hybrid location. Responsibilities: + Often the first point of contact for customers, the Loyalty Services Representative is responsible for addressing customer service concerns, inquiries and activities. The Loyalty Services Representative is responsible for retention and selling the value of Combined products and services. As a Loyalty Services Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems. + Supporting policyholders with insurance product information + Work with customers, via inbound and outbound calls, to assist those that wish to cancel their existing insurance coverage, reviewing products, benefits and/or solving service and Claims issues + Assist clients by matching our products with the needs to the client + Assist in the collection of current and past due premiums + Provide detailed information about policies statuses + Assist with basic technical troubleshooting for website/app related issues + Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPI’s. + Exhibits and practices the Organization’s Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership. + Willingness to perform other duties as assigned. Requirements: + Previous experience working as a customer service representative + Friendly and professional demeanor. + Excellent communication and interpersonal skills + Critical thinking and + Basic computer skills and knowledge of database software. + Demonstrated attention to detail, organizational skills, and time management skills. + Ability to work a flexible schedule to meet the needs of the business and performance requirements + Ability to remain calm in stressful situations. + Ability to explain detailed policy concepts in a simple way + 1+ years of experience + Bilingual skills (verbal, written, read) in English/Spanish + Education and Experience + 1-2 years’ experience of customer service + 1-2 years contact center experience + Previous experience with retention efforts to retain customers preferred + Previous phone sales experience is a plus + High School required; bachelor’s degree preferred Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.