Bilingual Communication Specialist I (Customer Service)

Role: Bilingual Communication Specialist I at QuieTrack Insurance Services
Reports to: Communication & Intake Operations Manager
Employee Type: Regular Full-Time (non-exempt)
Location: Onsite (Office in Downtown Petaluma) or Remote or Hybrid
Experience Required: 3 years customer service and office administration experience
Pay range: $20-25/hour


ABOUT THE ROLE

Borrower experience and customer satisfaction are top priorities for QuieTrack. We are looking for an experienced, friendly and self-motivated Communication Specialist to join our growing team. The Communication Specialist’s duties are split between customer service interactions and remote support for other teams within the company.

Communication Specialists are the first point of contact for our company. This role is responsible for handling incoming communication via phone, email, fax and help centers, providing quick resolutions as often as possible. The primary objective of the Communication Specialist is to ensure QuieTrack is adhering to strict customer service objectives for our clients, resolving open inquiries for our end users. This role also includes filling time between calls with triaging and fulfilling help tickets in our help center, as well as doing short support tasks for other teams.

A strong candidate will have a pleasant personality, as this is a customer service role. They will be able to deal with urgent requests in a timely and effective manner, while streamlining office operations. Multitasking and stress management skills are essential for this position. Must have the ability to learn multiple systems quickly, manage time efficiently and have a team player’s mentality. This candidate should have fast typing skills, adaptability, excellent organization, and great pride in their work.


KEY RESPONSIBILITIES

-Answer incoming calls within the time limit and respond to messages within an hour
-Review incoming faxes, emails and help center tickets with the goal of resolving customer inquiries at first contact
-Manage help desk tickets and assign as necessary
-Ask questions, elicit training and maintain a growth mentality
-Notify management of trends, common inquiries or areas for improvement in current processes
-Provide accurate information in-person and via phone/email


REQUIRED QUALIFICATIONS

-High school diploma or equivalent
-Fluent/Native Level Proficiency in Spanish and English
-Proven work experience in a similar customer service role
-Proficiency in Microsoft Office Suite/MS 365
-Hands-on experience with computers
-Professional attitude and appearance
-Strong written and verbal communication skills
-Ability to be resourceful, proactive and communicative when issues arise
-Multitasking and time-management skills, with the ability to prioritize tasks
-Excellent organizational skills
-Customer service attitude

PREFERRED QUALIFICATIONS (NICE TO HAVE)

-Familiarity with standard insurance documentation (e.g., declarations, loss payee/mortgagee requests)
-Experience with Zendesk or similar ticketing systems
-Prior experience in an insurance-related or administrative support role


*****Why Join Us? *****

You’ll be part of a mission-driven team committed to delivering reliable, efficient service to clients while working in a structured but flexible environment. If you're passionate about accuracy and using technology to organize and speed up tasks, we encourage you to apply.

Employee Benefits - after 90 days of employment
Medical, dental & vision coverage for employee - optional coverage for dependents at cost
401K with QuieTrack matching – per plan terms
QuieTrack paid Life Insurance Policy
Annual performance reviews, paid company events, cross-training and opportunities for growth
15 days of PTO, 13 paid holidays
This role offers opportunities for advancement to level II or III and also career growth opportunities to departments with several overlapping skills.

QuieTrack is a rapidly growing organization focused on innovation, efficiency, and excellent customer experience. We help lenders to make sure their borrowers obtain adequate insurance on their collateral.

Equal Opportunity Employer:

QuieTrack is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.