Customer Service-Worksite Representative

• Position: Customer Service Worksite Representative (Contract Role) Temp to Perm opportunity.
• Location: 2155 W Pinnacle Peak Road #100 Phoenix AZ USA 85027
• Type: 100% Onsite
• Hourly Pay Range: $18-$20/per hour
• Job Hours: It is 40 hours per week. The hours of operation are 7:30am-6:00pm CT

Job 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 products and systems.

Responsibilities

- Supporting policyholders with insurance product information

- Answering client 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 client sales team to increase APV revenue

- Ability to handle claim intake for client calls.

- Consistently meets or exceeds expectations for departmental standards related to quality average handle time auxiliary time after call work and other KPIs.

- Exhibits and practices the Organizations Common Purposes and Shared Traits. Understands organizational objectives supports process improvements and provides feedback to leadership.

- 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

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

Education and Experience

- 3-5 years experience of customer service in call center.

- Minimum of high school diploma or equivalent.

Please note that this is a contract position—there is no guarantee that this position will be extended past the end date or converted to permanent status. 

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