Client Services Representative - Call Center

About the role

Americor is expanding its team at its Santo Domingo, Dominican Republic office and is looking for Client Services Representatives. You will be the main point of contact for clients, handling inbound and outbound calls, answering questions, resolving concerns, updating client information and guiding clients through difficult conversations about their program.

Key responsibilities

• Respond promptly and professionally to inbound calls during scheduled shifts and initiate outbound calls to update clients.
• Handle client emails and chats through the internal database, following call center scripts and using sales techniques to explain the program's value.
• Use empathetic communication to address concerns and objections related to financial distress, then direct clients to the right departments.
• Maintain complete records of all interactions in the CRM database and assist client advocates with enrollment.
• Keep client information up to date and help clients modify their program (Drafts, Billing, Retention).
• Meet or exceed call quotas individually and as part of the team, and fulfill other assigned duties.

Required profile

• High school diploma or equivalent.
• Previous customer service or customer-facing experience preferred; transferable skills are also welcome.
• Ability to work efficiently with minimal supervision and handle several priorities.

Required skills

• Strong spoken and written English; clear, confident and professional communication.
• Active listening, empathy, patience and problem-solving.
• Attention to detail when handling customer information and documenting interactions.
• Proficiency with Microsoft Office and G-Suite applications.