Small Business Help Desk RepresentativeLocation: Phoenix, AZDuration: 12 Months (CTH)Job hours: 10:30am-7:00pmJob schedule: 40 hours, On-site – 4 days in office, 1 day at homeInterview process-Webex -one interviewSummary: The Help Desk Rep. role for the Small Business Insurance Help Desk Team will be responsible for assisting both external and internal customers on a daily basis with a variety of requests. They will demonstrate technical and first level technical assistance and problem solving involving the following duties and responsibilities:Job Responsibilities:Provide timely customer service to incoming requests via the phone in an automated call delivery environmentMulti-task between incoming calls and e-mail requests with ability to meet turnaround time of 12 business hoursAssume ownership and respond to customer (internal/external) correspondence, complaints, and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome.
Ability to meet our First Level Resolution standards.To ensure complete resolution of all customer inquiries; may need to coordinate end to end service with other business partnersEffectively navigate multiple systems and applications to research, analyze and resolve customer inquiriesWork effectively in a team environment using professional interpersonal and communication skillsBasic knowledge of Small Commercial insurance principles and company productsKnow and comply to corporate policies, regulatory standards (SOX), internal business processes (while processing work and meeting and/or exceeding service performance and quality standardsUtilize basic understanding of product & underwriting guidelinesAs business priorities change, support other teams and process transactions as neededComplete assignments and other duties as assignedMaintain performance standards within a fast paced environmentSkills:Strong customer service skills including oral and written communication.Demonstrated leadership skillsAbility to work with all types of customers and assist to best ability in resolving their issue.Experience in a call center or customer service environment preferredKnowledge of customer service principles and practicesAbility to handle multiple priorities within strict time constraintsExcellent organizational skills, with the ability to multi-taskExcellent verbal and written communications skillsExcellent collaboration skillsStrong Critical Thinking and Analytical SkillsPossesses the ability to work independently to complete assignments in a timely manner.Ability to work well as in a team environment.Demonstrated commitment to team and departmental goals.Ability to make informed decisions, achieving the appropriate results.Accurate Data Entry and Tracking skills required.Working Knowledge of MS Word and Excel – To be used to reference and look up information.Working Knowledge of Service Now preferred – To be used to track Help Desk tickets.Flexibility when schedule changes are needed and overtime needs are availableEducation/Experience:College level education preferred, but not required based on prior experience(s)Commercial Insurance experience is preferred but not required.Work From Home/Remote Work Experience (able to troubleshoot basic connection issues, VPN experience, desktop setup, etc.)Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required.General Computer and Program knowledge is preferred (as we will be troubleshooting and triaging these types of issues on our team for our business partners.