Bilingual (spanish & English) Client Success Agent - Remote - Remote Eligible

Join The Credit Pros for a 100% Full-Time Remote Opportunity

Unlock Your Potential in the Thriving Credit Industry!

Are you ready to take your career to new heights? At The Credit Pros, we believe that unique perspectives drive innovation and success. We're seeking talented individuals who are passionate, eager to learn, and thrive on fresh challenges. If you're ready to join a team that works hard and plays hard, look no further – you're destined to be a future TCP employee.

About Us:

The Credit Pros is a national leader in credit repair, dedicated to helping clients eliminate negative, inaccurate, outdated, and erroneous items from their credit reports. Our mission extends beyond repair – we educate clients on how the credit system works and empower them to proactively improve their financial well-being. As an Inc. 5000 company, we're at the forefront of industry growth, committed to building an exceptional organization that positively impacts the lives of both our clients and employees. Our dedication to excellence has earned us recognition as one of Inc. Magazine's top 50 places to work and a prestigious Smart CEO Magazine Corporate Culture Award.

Summary:

As a bilingual (Spanish & English) client service representative, you'll play a pivotal role in driving our client satisfaction and revenue leading into retention and revenue growth objectives. You will be providing phone-based support to customers from the comfort of your home! You will help resolve and escalate product & platform issues and answer account and billing questions. You will be using your communication skills and customer first mindset to empathetically collaborate with TCP's customers to solve their issues.

What You'll Be Doing:

1. Handle customer inquiries via phone, email, and chat per SOPs.
2. Use TCP's tools (Microsoft Suite, Salesforce, ZOHO, Hodu) for daily operations.
3. Escalate and assign issues to relevant departments as needed.
4. Log, review, and follow up on customer requests and resolutions.
5. Investigate, research, and provide accurate solutions.
6. Maintain and update customer records during interactions.
7. Achieve KPIs for client-facing time, call quality, and occupancy.
8. Address collections and billing inquiries, including payment plans, account balances, and overdue payments.
9. Clarify charges, generate statements, and process billing adjustments.
10. Handle service cancellations, applying retention strategies and resolutions.
11. Complete cancellations training and apply retention strategies as part of daily responsibilities.