Help Desk Representative-Phoenix, AZ

Small Business Help Desk Representative

Location:

Phoenix, AZ
Duration: 12 Months (CTH)

Job hours: 10:30am-7:00pm

Job schedule:

40 hours, On-site – 4 days in office, 1 day at home
Interview process-Webex
-one interview

Summary:

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 environment

• Multi-task between incoming calls and e-mail requests with ability to meet turnaround time of 12 business hours

• Assume 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 partners

• Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries

• Work effectively in a team environment using professional interpersonal and communication skills

• Basic knowledge of Small Commercial insurance principles and company products

• Know and comply to corporate policies, regulatory standards (SOX), internal business processes (while processing work and meeting and/or exceeding service performance and quality standards

• Utilize basic understanding of product & underwriting guidelines

• As business priorities change, support other teams and process transactions as needed

• Complete assignments and other duties as assigned

• Maintain performance standards within a fast paced environment

Skills:

• Strong customer service skills including oral and written communication.

• Demonstrated leadership skills

• Ability 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 preferred

• Knowledge of customer service principles and practices

• Ability to handle multiple priorities within strict time constraints.

• Excellent organizational skills, with the ability to multi-task

• Excellent verbal and written communications skills

• Excellent collaboration skills

• Strong Critical Thinking and Analytical Skills (Regarding being able to identify potential issues being triaged based on training)

• Possesses 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 available

Education/Experience
o College level education preferred, but not required based on prior experience(s)
o Commercial Insurance experience is preferred but not required.
o Work From Home/Remote Work Experience (able to troubleshoot basic connection issues, VPN experience, desktop setup, etc.)
o Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required.
o 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.