Bilingual Customer Service Representative

Job Title: Bilingual Producer Service Representative

Location: Phoenix, AZ (Onsite)

Duration: 6 Months (CTH): TEMP TO PERM)

Job Hours: Our hours Monday – Friday are 9:30am-6:00 pm CST

Job Schedule: Some Saturday hours may be required.

Interview process: 2 Interviews - Onsite/WEBEX

Client, a Client Company, is seeking a Producer Service Representative to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 90 years. Come join our team of hard-working, talented professionals!

JOB SUMMARY

The Producer Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities. The Producer Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As a Producer Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems.

RESPONSIBILITIES

• Demonstrate consistent good quality and performance results.

• Provide consistent service that is customer focused and professional.

• Supporting Field Sales agents with insurance product information

• Assist with basic technical troubleshooting.

• Be able confident and capable to handle all new business, underwriting, claim and compensation situations.

• Learn soft skills while communicating with customers

• Focus on customers' needs and develops a customer centric approach in servicing customer’s needs.

• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction and other KPI’s.

• Exhibits and practices the Organization’s Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.

• Learn all policy product lines, all procedures for the core and worksite calls.

• Provides support for business partners as needed.

• Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership.

SKILLS

• Ability to effectively communicate and build strong partnerships with newer employees.

• Basic computer skills and knowledge of database software.

• Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.

• 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.

• Friendly and professional demeanor.

• Excellent communication and interpersonal skills.

• Ability to remain calm in stressful situations.

• Supplemental insurance knowledge and licensing is a plus.

• Bilingual language proficiency

• Bilingual skills (verbal, written, read)

COMPETENCIES

• Problem solving – take an organized and logical approach to thinking through problems and complex issues

• Initiative – Willing to do more than is required or expected

• Adaptability – ability to redirect personal efforts to respond to changing environment

• Results Oriented – effectively executes son plans, drives for results and takes accountability for outcomes

Qualifications - External

EDUCATION AND EXPERIENCE

• High school diploma or general education degree (GED); Associate degree preferred.

• 2+ years’ experience in a contact center environment preferred.