BILINGUAL LEAD GENERATION SPECIALIST

KEY RESPONSIBILITIES
• Handle a high volume of inbound customer calls, averaging approximately 70 per day, while following established procedures and working toward one-call resolution.
• Listen to customer needs, explain contract coverage, document interactions, resolve billing and credit card issues, process payments, and provide appropriate solutions within established guidelines.
• Identify customer concerns and retention opportunities, reinforce the value and benefits of vehicle service contracts, update account status, and escalate issues when necessary.
• Recognize and create qualified lead opportunities, make outbound calls to develop potential leads, and route sales opportunities appropriately.
• Meet established performance expectations for schedule adherence, call quality, lead generation, conversion, average handle time, hold time, answer speed, and outbound calling.

CORE TOOLS & SYSTEMS
• Microsoft Word
• Microsoft Outlook
• Microsoft Excel
• Customer account and interaction tracking systems
• Payment and billing processing systems

PREFERRED SKILLS
• AS400 experience; previous customer service, lead generation, or sales experience in warranty, auto insurance, or an automotive dealership is preferred.
• Strong communication, phone presence, negotiation, conflict-resolution, lead-generation, and customer-retention skills.
• Results-oriented with the ability to multitask, learn new systems, prioritize work, and perform effectively both independently and as part of a team in a fast-paced environment.