Help Desk Representative-Phoenix, AZ

Small Business Help Desk Representative Location: Phoenix, AZ Duration: 12 Months (CTH) Job hours: 10:30am-7:00pm Job schedule: 40 hours, On-site – 4 days in office, 1 day at home Interview process-Webex -one interview Summary: 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 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. Staffing the Universe