Description:

Small Business Help Desk Representative

The Help Desk Rep. role for the Small Business 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 , great communication skills and problem solving involving the following duties and responsibilities

Key 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

 

Key Requirements/Skills/Experience:
• 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
• Sales experience a plus
• Commercial Insurance experience is preferred; Understanding of or ability to learn Small Commercial Insurance product and underwriting guidelines.
• 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
• Analytical skills
• Strategic thinking skills
• 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.
• Excellent data entry skills are required.
• Knowledge of MS Word and Excel.
• Flexibility when schedule changes are needed and overtime needs are available