Job Schedule: First 2 weeks of training will be 40 hours/week on site. After training, it will be a Hybrid 3/2 schedule.
Job hours: The helpdesk is open Mon-Fri - 7:00am -7:00pm EST.
Candidates should be available for a set schedule within this timeframe.
Interview process: 1 in person
Summary: The main function of a customer service representative is to interact with internal departments & producers/brokers to provide application support. A typical customer service representative is responsible for determining the issue, offer possible solutions or providing follow-up as needed. Customer service calls may be inbound, outbound or a combination of both. Provides basic technical support.
Job Responsibilities:
Resolve issues that come from the EXP application users. (Proprietary and contractor will be fully trained).
Document & respond to inquiries via phone & email.
Refer unresolved issues to designated departments for further investigation.
Keep records of interactions, recording details of inquiries, problems, and comments, as well as actions taken.
Effectively gather problem information.
Evaluate and diagnose problems. Properly escalate issues to management
Support technical errors whether navigational or system related to keep the end user from being unproductive (Client Employees at all levels).
Major part of the support will take place via the shared mailbox to correct the error that is being presented.
Skills:
Helpdesk problem solving required- Level 1
Areas of trouble shooting that will be required in this role will be accompanied by supervisor training to accomplish the job.
Shared Mailbox experience in coordination with other support personnel
Previous experience with insurance products is preferred.
Experience with attending conference calls and participating.
Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills. This role requires the contractor to interact with all levels of management.
Ability to work independently.
Ability to accurately document and record customer/client information.
Education/Experience:
High school diploma or GED preferred.
1-2 years customer service-related experience required.
Experience with Microsoft Office suite products
History of being a self-starter and active learner