Helpdesk Representative

Description

Summary

Job Responsibilities

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:

Provide timely customer service to incoming requests via the phone in an automated call delivery environment Multi-task between incoming calls and e-mail requests with ability to meet turnaround time of 12 business hours Assume ownership and respond to customer (internal/external) correspondence, complaints, and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome. Ability to meet our First Level Resolution standards. To ensure complete resolution of all customer inquiries; may need to coordinate end to end service with other business partners Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries Work effectively in a team environment using professional interpersonal and communication skills Basic knowledge of Small Commercial insurance principles and company products Know and comply to corporate policies, regulatory standards (SOX), internal business processes (while processing work and meeting and/or exceeding service performance and quality standards Utilize basic understanding of product & underwriting guidelines As business priorities change, support other teams and process transactions as needed Complete assignments and other duties as assigned Maintain performance standards within a fast paced environment

Skills

Additional Skills & Qualifications

Strong customer service skills including oral and written communication. Demonstrated leadership skills Ability to work with all types of customers and assist to best ability in resolving their issue. Experience in a call center or customer service environment preferred Knowledge of customer service principles and practices Ability to handle multiple priorities within strict time constraints. Excellent organizational skills, with the ability to multi-task Excellent verbal and written communications skills Excellent collaboration skills Strong Critical Thinking and Analytical Skills (Regarding being able to identify potential issues being triaged based on training) Possesses the ability to work independently to complete assignments in a timely manner. Ability to work well as in a team environment. Demonstrated commitment to team and departmental goals. Ability to make informed decisions, achieving the appropriate results. Accurate Data Entry and Tracking skills required. Working Knowledge of MS Word and Excel – To be used to reference and look up information. Flexibility when schedule changes are needed and overtime needs are available

Education/Experience

College level education preferred, but not required based on prior experience(s)Commercial Insurance experience is preferred but not required.Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required.General Computer and Program knowledge is preferred (as we will be troubleshooting and triaging these types of issues on our team for our business partners.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.