Business Applications Help Desk Support Agent-Whitehouse Station, NJ

NA Business Applications Help Desk Support Agent

Duration: 12 Months

Location: Whitehouse Station, NJ - Hybrid Location: NJ, PH or O'Fallon

Job Schedule: 40 Hours - Remote position

Job Hours: 40 NJ 11am -8pm ET

Interview Process: Virtual

Summary: The Help Desk Rep. role for the SCI (Small Commercial 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:

• Deliver prompt and professional customer service through inbound calls in an automated call environment.
• Take ownership of agency inquiries and policy change requests, ensuring efficient and accurate resolution.
• Analyze information effectively to make informed decisions and solve customer problems.
• Navigate various systems and applications to research and resolve customer inquiries.
• Maintain established productivity metrics and quality standards in a fast-paced setting.
• Process assigned tasks and managed call volumes within designated timeframes.
• Collaborate effectively with internal and external business partners to deliver high-quality products and services.
• Complete all assigned tasks diligently and undertake additional duties as required.
• Embrace accountability while exercising sound judgment in decision-making.
• Balance multiple priorities under tight deadlines, while maintaining a superior phone presence during complex interactions.
• Foster excellent collaboration skills with team members and partners.

Job/Skills Competencies:

• Detail-oriented with a strong focus on accuracy.
• Strong business acumen and a proactive mindset.
• Exceptional customer service skills and understanding of service principles.
• Ability to prioritize responsibilities and manage multiple tasks effectively.
• Reliable with a proven track record of dependability.
• Team-oriented with demonstrated problem-solving abilities independently.
• Skilled in communicating with both customers and senior business partners.
• Excellent oral and written communication skills.
• Strong analytical skills with a commitment to efficiency and accuracy.
• Previous experience in a call center or customer service environment is preferred.
• Capable of working independently to complete assignments in a timely manner.
• Dedicated to team and departmental objectives, making informed decisions for optimal results.
• Proficiency in MS Word and Excel.

Join our team and contribute to enhancing the customer experience at Client!