Customer Success Specialist providing support for SimplePractice platform inquiries in Mexico City. Engaging with customers via email, chat, and calls to enhance their experience with our product.
About the role
- Bilingual Financial Customer Service Representative assisting with retirement plans inquiries. Responsible for providing excellent customer service and educating clients in a call center environment.
Responsibilities
- Responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers and third-party plan specialists
- Work in collaboration with a team of associates
- Provide excellent service within our call center for our customers’ retirement savings accounts
- Educate and empower our customers without having to make cold calls or sales
- Communicate critical plan updates and changes
- Process contribution changes, loans, and withdrawals
- Process general account changes upon direction from the customer
Requirements
- Associates degree or higher AND at least one year of customer service experience (including but not limited to food service, retail, hospitality, teaching, military, or banking) OR two or more years of customer service experience
- Fluency in both English and Spanish
- Availability to work a 40-hour work week, outside of traditional business hours, Monday through Friday with an occasional Saturday
- Capability to work overtime as required based on business need
Benefits
- Medical, dental, vision and life insurance
- Retirement savings – 401(k) plan with generous company matching contributions (up to 6%)
- Tuition reimbursement up to $5,250/year
- Business-casual environment that includes the option to wear jeans
- Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
- Paid volunteer time — 16 hours per calendar year
- Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
- Business Resource Groups (BRGs)
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