Customer Service-Worksite Representative

Customer Service Representative 

Contract Duration: 2 months, Contract to Hire
Location: Chicago, IL
Work Arrangement: Onsite
Rate: $20-$23/hour 

Summary
Often the first point of contact for customers, the Worksite Representative is responsible for addressing customer service concerns, inquiries and activities. The Worksite Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As a Worksite Representative, he/she is responsible for creating positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems.

Responsibilities

• Supporting policyholders with insurance product information
• Answering PFP calls and responding to policyholder inquires with claims, service and intake related issues
• Provide detailed information about policies statuses
• Assist with basic technical troubleshooting for self-service related issues
• Ability to send transfers to the PFP sales team to increase APV revenue
• Ability to handle claim intake for PFP
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPI’s.
• Exhibits and practices the Organization’s Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.
• Willingness to participate in partnership training and mentoring of Junior Representatives.
• Willingness to perform other duties as assigned.
• Expected to be able work various shifts within 7:30 a.m. – 6:00 p.m. CDT timeframe.
• Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership

Competencies

• Problem Solving: Takes a logical and organized approach to addressing complex issues. Breaks down challenges into manageable components, looks beyond surface-level symptoms to identify root causes, and develops meaningful insights to drive effective solutions.
• Continuous Learning: Demonstrates a strong commitment to professional growth and skill development. Proactively seeks opportunities to expand knowledge, deepen technical expertise, and take on challenging assignments that support continuous improvement.
• Initiative: Consistently goes above and beyond job expectations. Achieves objectives with minimal supervision, takes ownership of responsibilities, and actively identifies opportunities to make a positive impact through additional effort and self-motivation.
• Adaptability: Responds effectively to changing priorities and evolving business needs. Embraces new ideas and approaches, manages competing demands, and navigates uncertainty with sound judgment and flexibility.
• Results Orientation: Focuses on execution and accountability to achieve desired outcomes. Demonstrates perseverance through challenges, identifies opportunities for improvement, and takes ownership of both successes and areas for growth.
• Values Orientation: Consistently exemplifies Chubb’s values and commitment to doing what is right for the company, colleagues, and customers. Acts with honesty, integrity, and professionalism, fosters collaboration across teams, and embraces a "One Chubb" mindset.

Skills

• Previous experience as a customer service representative and prior contact center experience are preferred
• Basic familiarity with insurance products and policy schedules.
• Friendly and professional demeanor.
• Excellent communication and interpersonal skills.
• Basic computer skills and knowledge of database software.
• Demonstrated attention to detail, organizational skills, and time management skills.
• Ability to work a flexible schedule to meet the needs of the business and performance requirements.
• Ability to remain calm in stressful situations.
• Ability to explain detailed policy concepts in a simple way
• Bilingual skills (verbal, written, read) in Spanish preferred

Education and Experience

• 3- 5 years’ experience of customer service.
• High School Required; Bachelor’s Degree preferred