Worksite Representative - Customer Service

Kforce has a client in Phoenix, AZ that is seeking a Customer Service Worksite Representative. Summary: Often the first point of contact for customers, the Worksite Representative is responsible for addressing customer service concerns, inquiries, and activities. This role is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As a Worksite Representative, this person is responsible for creating positive customer experience through professionalism, amicability, and knowledge of 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
• Represents the Combined tenants: Personal Connection, Empathy, Problem-Solving, and Ownership
• To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
• Relevant education and/or training will be considered a plus
• Problem Solving: Takes an organized and logical approach to thinking through problems and complex issues; Simplifies complexity by breaking down issues into manageable parts; Looks beyond the obvious to get at root causes; Develops insight into problems, issues and situation
• Continuous Learning: Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally; Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise; Take advantage of formal and informal development opportunities; Takes on challenging work assignments that lead to professional growth
• Initiative: Willingly does more than is required or expected in the job; Meets objectives on time with minimal supervision; Eager and willing to go the extra mile in terms of time and effort; Self-motivated and seizes opportunities to make a difference
• Adaptability: Ability to re-direct personal efforts in response to changing circumstances; Receptive to new ideas and new ways of doing things; Effectively prioritizes according to competing demands and shifting objectives
• Results Orientation: Effectively executes on plans, drives for results, and takes accountability for outcomes; Perseveres and does not give up easily in challenging situations; Recognizes and capitalizes on opportunities
• Values Orientation: Upholds and models company values and always does the right thing for the company, colleagues, and customers; Directly truthful and trusted by others
• 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