Help Desk

Help Desk Representative

Location: 1 Progress Point Pkwy, O Fallon, Missouri, Saint Charles, 63368-2211, United States

Type: 100% Onsite

Tentative Hourly Pay Range: $18 - $19 per hour

Schedule: 10:30am-7:00pm CST

Job 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
• 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

Requirements Skills

• 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
• 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
• Working knowledge of Service Now preferred

Education/Experience

• College level education preferred but not required based on prior experiences
• Commercial insurance experience is preferred but not required
• Work from home/remote work experience able to troubleshoot basic connection issues VPN experience desktop setup etc.
• 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