Technical Support

TEKsystems•Phoenix, AZ

1d•$19 - $20•Hybrid

About The Position

Job description: •Taking calls from agents in the field, internal agents that are W2 employees and contract employees, brokers, and leaders of the agents. It’s all INTERNAL customers. •Types of calls: “ I wrote this policy 5 days ago – why hasn’t it cleared” Might need to identify what went wrong in the application process that it isn’t cleared yet. Probing on the call – ask good questions. Underwriting questions and policy holder questions. •Technology I’m having issues with my enrollment system •Licensing, billing and compensation questions •Calls: handle time: 11minutes, some calls could be 5-35 minutes. 30-40 calls during busy season. •Research is done on the call, understand things quickly! •Other activities like emails are for other leaders and expertise 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 Combineds products and systems.

Requirements

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.
High school diploma or general education degree GED Associate degree preferred.
2 years experience in a contact center environment preferred.

Nice To Haves

Supplemental insurance knowledge and licensing is a plus.
Bilingual language proficiency is a plus.
Bilingual skills verbal written read in Spanish a plus

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 customers needs.
Consistently meets or exceeds expectations for departmental standards related to quality average handle time auxiliary time after call work customer satisfaction and other KPIs.
Exhibits and practices the Organizations 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.