Small Business Help Desk Representative

Our Client, a Property and Casualty Insurance company, is looking for a Small Business Help Desk Representative for their Phoenix, AZ/Hybrid location.
 

Responsibilities:

Provide timely customer service incoming requests via the phone in an automated call delivery environment

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

Assume ownership and respond customer (internal/external) correspondence, complaints, and inquiries in an efficient, accurate and professional manner achieve an optimal outcome.

Ability meet our First Level Resolution standards.

ensure complete resolution of all customer inquiries; may need coordinate end tend service with other business partners

Effectively navigate multiple systems and applications 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 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

Requirements:

Strong customer service skills including oral and written communication.

Demonstrated leadership skills

Ability work with all types of customers and assist best ability in resolving their issue.

Experience in a call center or customer service environment preferred

Knowledge of customer service principles and practices

Ability handle multiple priorities within strict time constraints.

Excellent organizational skills, with the ability multi-task

Excellent verbal and written communications skills

Excellent collaboration skills

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

Possesses the ability work independently complete assignments in a timely manner.

Ability work well as in a team environment.

Demonstrated commitment team and departmental goals.

Ability make informed decisions, achieving the appropriate results.

Accurate Data Entry and Tracking skills required.

Working Knowledge of MS Word and Excel – be used reference and look up information.

Working Knowledge of Service Now preferred – be used track Help Desk tickets.

College level education preferred, but not required based on prior experience(s)

Commercial Insurance experience is preferred but not required.

Understanding of or ability 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.

Why Should You Apply?

Excellent growth and advancement opportunities