Client Services Representative - Bilingual, English/Spanish

Build your career with Americor in Santo Domingo!

Americor is growing our team at our Santo Domingo, Dominican Republic office, and we’re looking for compassionate, customer-focused professionals to join us as Client Services Representatives.

As a Client Services Representative, you’ll be an important point of contact for clients throughout their journey with Americor. You’ll manage inbound and outbound calls, answer questions, resolve concerns, update client information, and help clients understand the value of staying committed to their program.

Many of our clients are navigating challenging financial situations, so success in this role goes beyond simply answering calls. We’re looking for someone who can listen carefully, communicate clearly, show genuine empathy, and confidently guide clients through difficult conversations while providing solutions and an exceptional customer experience.

If you’re a strong English communicator who enjoys helping people, solving problems, and turning challenging conversations into positive experiences, we’d love to have you grow with our team in Santo Domingo.

Job Responsibilities:

• Ensure timely and professional response to inbound calls throughout scheduled shifts.
• Initiate outbound calls to provide essential updates to our valued clients.
• Address client emails and chats via our internal database.
• Adhere to call center scripts when addressing a variety of topics, including reselling the program.
• Utilize sales techniques to resell the benefits of the program, emphasizing its value and advantages.
• Employ persuasive communication and compassionate rebuttals to address client concerns and objections arising from financial distress.
• Thoroughly identify customer needs, clarify information, research issues, and offer comprehensive solutions.
• Appropriately direct clients to the relevant departments or teams as needed.
• Maintain thorough records of all interactions in our call center database CRM.
• Assist client advocates with the client enrollment process.
• Adhere diligently to all communication procedures, policies, and guidelines during each customer interaction.
• Continuously update client information as their enrollment progresses (via email, chat, or phone).
•  Assist clients in effecting modifications to their program, such as Drafts, Billing, and Retention.
• Contribute to our internal client retention processes.
• Cultivate and uphold professional relationships with customers by consistently delivering excellent customer service.
• Exceed or meet call quotas individually and as part of the team.
• Fulfill additional responsibilities as assigned.

Requirements:

• Requirements

• Strong proficiency in spoken and written English is required, with the ability to communicate clearly, confidently, and professionally with customers.

• Exceptional verbal and written communication skills.

• Strong active listening skills with the ability to understand customer needs, concerns, and questions.

• A high level of empathy, patience, and professionalism, particularly when assisting customers through sensitive or challenging situations.

• Excellent problem-solving skills with the ability to identify customer needs and determine appropriate solutions.

• Ability to learn, understand, and consistently follow call center policies, procedures, and service standards.

• Strong attention to detail and accuracy when handling customer information and documenting interactions.

• Ability to work efficiently and effectively with minimal supervision while managing multiple priorities.

• Previous customer service or customer-facing experience preferred; candidates with strong transferable skills are also encouraged to apply.

Education & Experience:

• High School Diploma or equivalent.
• Proficiency and experience with Microsoft Office and G-Suite applications.

This job description does not include every duty or responsibility. This is just a general description and subject
to change at the supervisor's discretion.

This is not a contract of employment. Everyone is responsible for reading and complying with all duties,
requirements, and responsibilities contained herein, and any subsequent revisions.

Americor is an Equal Opportunity Employer; we prohibit discrimination and harassment of any kind based on
race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any
other protected characteristic as outlined by federal, state, or local laws.

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