Job Title: Customer Service Representative - Loyalty Services (Bilingual Spanish- English)
Duration: 6 Months
Location: Phoenix AZ USA 85027
Job Hours: 8:30am-7:00pm EST- timeframe. Monday-Friday
Job Schedule:5 days in office


Job Summary
The Loyalty Services Specialist is often the first point of contact for customers and is responsible for addressing customer service concerns, inquiries, and activities. This role focuses on customer retention and communicating the value of Combined products and services. The ideal candidate creates a positive customer experience through professionalism, friendliness, and in-depth knowledge of Combined’s products and systems.
 
Responsibilities

• Provide routine information and support to designated customers, including Worksite, Client Workplace, Core Policyholders, and other lines of business administered by Client.
• Sell the value of products and retain policyholders.
• Service customers via inbound and outbound calls, particularly those wishing to cancel existing insurance coverage, by reviewing products and benefits or resolving service and claims issues.
• Assist with the collection of current and past-due premiums.
• Support additional call domains such as claim inquiries, policyholder/policy administration, billing/payments, or agent servicing, as needed.
• Independently service 90% of calls using tools and knowledge from training and on-the-job experience.
• Collect, document, and enter data accurately into multiple applications.
• Provide clear instructions and set expectations for policyholders.
• Consistently meet or exceed departmental standards for quality, average handle time, auxiliary time, after-call work, and other key performance indicators (KPIs).
• Demonstrate and practice the organization’s common purposes and shared traits.
• Understand organizational objectives, support process improvements, and provide feedback to leadership.
• Willingly perform other duties as assigned.
• Must be able to work various shifts within the 7:30 AM – 6:00 PM CDT timeframe.

 
Skills

• Ability to conduct a needs analysis to identify policyholder requirements
• Strong verbal and written communication skills
• Ability to collaborate and partner with others to resolve service or claim-related issues
• Critical thinking and problem-solving skills

 
Education and Experience

• High School Diploma required
• Bachelor’s Degree preferred

  

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $23.34/hr.