Our client, a leading insurance company, is hiring a Small Business Help Desk Representative on a contract basis
Job ID #: 83684
Work Location: O’Fallon, MO/Hybrid
Summary:
Job schedule: 40 hours, On-site – 4 days in office, 1 day at home
Interview process-Webex -one interview
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.
Pay Rane: $20-21