Help Desk Representative

About the Role

We are seeking a Help Desk Representative to join our Small Business Insurance Help Desk Team. This role provides first-level technical assistance and customer service support to both internal and external clients. The ideal candidate will be customer-focused, detail-oriented, and skilled at handling inquiries in a fast-paced environment.

Key Responsibilities

• Provide timely and professional customer service to inbound calls in an automated call delivery environment.
• Manage multiple requests, including phone and email, ensuring responses within a 12-business-hour turnaround.
• Own customer inquiries and complaints, working toward efficient and accurate resolution to meet First Level Resolution standards.
• Coordinate with business partners to ensure complete end-to-end service for customers.
• Navigate multiple systems and applications to research, analyze, and resolve inquiries.
• Maintain compliance with corporate policies, regulatory standards, SOX, and internal business processes.
• Demonstrate knowledge of small commercial insurance principles and products.
• Support other teams and handle process transactions as business priorities shift.
• Accurately enter and track data while maintaining performance standards in a fast-paced environment.
• Complete other duties and assignments as required.
  

Required Skills & Qualifications

• Strong customer service skills, including clear verbal and written communication.
• Call center or customer service experience preferred.
• Proven ability to manage multiple priorities under strict deadlines.
• Excellent organizational, collaboration, and interpersonal skills.
• Strong critical thinking and analytical skills for issue triage.
• Proficiency in MS Word and Excel; ServiceNow experience preferred.
• Ability to work both independently and in a team environment.
• Demonstrated commitment to team and departmental goals.
• Flexibility to accommodate schedule changes and overtime needs.

Education & Experience

• College-level education preferred (or equivalent relevant experience).
• Commercial insurance experience preferred but not required.
• Prior remote/work-from-home experience with troubleshooting skills (VPN, desktop setup, connectivity).
• General computer and program knowledge required to support troubleshooting tasks.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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