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:

• 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.