Bilingual Customer Service Representative (Phoenix)

About the role:

Job Title: Bi Lingual Spanish/English-Customer Service-Worksite Representative

Location: 2155 W Pinnacle Peak Road #100 Phoenix AZ USA 85027

Duration: 5 Months (Contract to Hire-CTH)

Job Schedule: Training is on site for 7-8 weeks, 40 hours per week for training. 5 days per week in office

Job Hours: It is 40 hours per week. The hours of operation are 730am-600pm CT

Interview Process: The initial interview will be virtual, followed by a second interview with the Vice President and Assistant Vice President.

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 positive customer experience through professionalism, amicability, and knowledge of Combined’s products and systems.

Responsibilities

• Supporting policyholders with insurance product information

• Answering client 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 client sales team to increase APV revenue

• Ability to handle claim intake for client calls.

• 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 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 as a customer service representative and prior contact center experience are preferred

• Basic familiarity with insurance products and policy schedules.

• 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

Education and Experience

• 3-5 years’ experience of customer service in call center.

• Minimum of high school diploma or equivalent.