Customer Engagement Specialist II

Role Details
Type of Support: Phone
Contract Type: Full Time
Training Schedule: Monday to Friday 8:00 am - 5:00 pm
Work Schedule: 1st shift Monday to Friday 10:00 am - 7:00 pm | 2nd shift Monday to Friday 10:30 am - 7:30 pm
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: March 13, 2025
About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
Do you like helping others? PartnerHero is looking for talented folks to join our Client Enrollment Advocate teams. The Client Experience Representative (CER) will be responsible for providing excellent customer service and converting prospects into clients, ensuring the expectations and requirements set by the partner are met. This full-time position requires exceptional information-gathering skills, as well as call monitoring and handling, adhering to established processes, and a strong commitment to helping customers. The CER will play a fundamental role in obtaining information from clients, ensuring that the best advisor can be assigned quickly. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.
The reason you join won’t be the reason you stay.

What You’ll Do:

• Receive calls from program-eligible clients.
• Screen potential clients who are looking for legal representation and escalate to the internal team when needed.
• Create internal escalations with the necessary information for a better and faster resolution.
• Gather correct PII, DOB, Zipcode, and email – No Social ID/No medical info.
• Take full control of the call and follow specific protocols to handle each situation.
• Assist with the large client base.
• Keep a high-quality level in every interaction.
• Maintain a high level of confidentiality and thorough communication while assisting potential clients.
• Educate potential clients about the partner, what they offer, and what options are available to them while using a specific brand tone of voice.
• Gain full knowledge and understanding of the partner and become an expert in the company.

What We Expect From You:

• Highly preferred experience with supporting customers, conducting outbound calls, and/or converting prospects into leads.
• Excellent English skills both verbal and written (EFSET results from C1 or C2 level).
• Ability to process new information quickly and apply it to drive outcomes. 
• You have a growth mindset and automatically view challenges as new opportunities to learn and grow.
• You are a strong communicator who can easily build relationships, problem-solve, and navigate around push-backs.
• Ability to thrive in a dynamic and evolving environment - must be adaptable.
• Ability to work well independently and have a strong work ethic.
• Strong call-control skills and can direct conversations with people who are unsure what they’re looking for.
• Experience with clients who are upset, worried, and unsure, and can keep a calm, kind demeanor when speaking with clients.
• Metrics-driven and proven ability to handle a high volume of customer interactions.

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].