Customer Service-Worksite Representative

Job Title: Customer Service-Worksite Representative

Location: Phoenix, AZ

Duration: 6 Months (CTH)

Job Schedule: Training is on site for 7-8 weeks, 40 hours per week for training. 5 days per week in office.

Job Hours: It is 40 hours per week. The hours of operation are 730am-600pm CT

Interview Process: The initial interview will be conducted with Nancy Velez, followed by a second interview with the Vice President and Assistant Vice President.

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’s products and systems.

Responsibilities:

• Supporting policyholders with insurance product information


• Answering PFP 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 PFP sales team to increase APV revenue


• Ability to handle claim intake for PFP


• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work 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.


• Willingness to participate in partnership training and mentoring of Junior Representatives.


• 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

Competencies:

• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.


• Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Take advantage of formal and informal development opportunities. Takes on challenging work assignments that lead to professional growth


• Initiative: Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.


• Adaptability: Ability to redirect personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course


• Results Orientation: Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results


• Values Orientation: Upholds and models Client values and always does the right thing for the company, colleagues and customers. It is directly truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Client

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


• ·Bilingual skills (verbal, written, read) in Spanish preferred

Education and Experience

• 3- 5 years’ experience of customer service.


• High School Required; Bachelor’s Degree preferred