Job Title: Bilingual Spanish/English-Customer Service-Worksite Representative
Duration: 6+Months (Contract to Hire CTH)
Location: Phoenix, AZ 85027
Hours of operation :7:30am -6:00pm Central timeframe
Job Hours: 40 hours per week
Job Schedule: Training is on site for 7-8 weeks, 40 hours per week For training.
Once the representative is deemed proficient in call handling the job schedule then reverts to a hybrid 3/2 schedule.
Temp to Perm-Yes
Potential 2 Interview process - Onsite interview
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 a 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
Skills
• Previous experience working as a customer service representative.
• In-depth knowledge of insurance products and policy schedules.
• Strong knowledge of worksite products and services
• Experience in LSP and worksite related systems
• 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
• 2 – 3 years’ experience of customer service.
• High School Required; Bachelor’s Degree preferred
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