Bilingual Contact Center Agent

**Be part of the solution that transforms the homeownership experience**Want to infuse a $XXB sector of the insurance and real estate industry with amazing experiences that will help new homeowners? Yearning for a role where you can contribute in a meaningful way and your input is appreciated and put into action? Then come join us as a Home Services Concierge and help our client Cura create a better home protection plan for homeowners.Concierges are the front-line of Doma’s new home warranty division, Cura. As a concierge you will provide industry-differentiating customer service using your experience in home repair and passion for making things easier, simpler and better for customers, and service providers/contractors. You will ensure we are delivering an empathetic experience that is tailored to meet the needs of each customer. The Concierge is responsible for handling all incoming communication, treating urgent requests with the highest priority, and leading the charge in making customer-driven changes throughout the business. The Concierge will be excited to join the ‘home warranty company of the future,’ providing a yes-we-cover-that, customer-obsessed claims experience. They will be an integral part of the entire customer experience process, helping customers learn what the benefits of coverage are, enrolling them if needed, submitting service requests and working with contractors/service providers to approve service requests and pay-outs.CP360 is now seeking experienced Senior Call Center/Back Office Representatives and only has 12 positions open for this role.**About Us**Doma offers solutions for lenders, real estate professionals, title agents, and homeowners that make the home purchasing process vastly simpler and more efficient, reducing cost and increasing customer satisfaction. And to that end, we’re reimagining the home warranty experience with Cura. All of us here have suffered through sub-par experiences with other home warranty companies and know there’s a huge opportunity to make it better.With our passion for putting customers first, together with our tech-roots to simplify the previously complex, we’re building an experience that will make everyone feel more confident in their home. We are creating a home warranty product that covers more of the stuff that really matters and helps resolve repair requests quickly.In this position, you’ll use your past experience in customer service together with your experience in home construction or repair, to help customers navigate the sometimes tricky world of home repair. You’ll also leverage your field experience to help review and approve invoice submissions and as a tech-fiend, you’ll have a view on how technology and machine learning can improve the customer experience.**Responsibilities**- Perform accurate assessments of all service requests submitted by homeowners (to determine what is covered, not covered).- Follow-up with customers to make sure that their inquiries are resolved- Work with contractors/service providers to understand invoices and repair recommendations- Build relationships with customers and engage them by going the extra mile (like sending a birthday card or a nice note)- Perform other job-related duties or special projects as assigned**Required Skills & Experience****Who you are**:- You shouldn’t just be comfortable with ambiguity, you should thrive in environments that are in flux and morphing- You’re incredibly curious and ask lots of questions to learn and then synthesize your learnings into action- You know how to craft your words and actions to be respectful and lean towards using honey instead of vinegar- You are a person of action and take responsibility in a situation. Independent, organized, and you love being part of a team.- You accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.- You always think about how technology could solve a problem or help someone**What skills and experience could be helpful in this role?**- Strong customer experience skillset, particularly active listening skills with at least 1+ year experience as a customer support role/team lead- Experience working with customers in North American market- Ability to make independent decisions based on a set of information- Strong spoken and written English-language skills at C1 level- Prior experience with Home Warranty or Insurance a plus- Ability to interact and communicate with internal and external professionals- Ability to multi-task, set priorities and manage time effectively- High school or equivalent degree required- Familiarity with CRM systems and practices- DIY/Contractor experience- Construction or repair services experience- Previous Sales Experience (Call Center and or B2B a plus)Excellent communication with a strong desire to solve customers’ problems**What w