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For Companies At a Glance
- Tasks: Support small businesses with technical inquiries and customer service via phone and email.
- Company: Join a dynamic team in Phoenix, Arizona, dedicated to helping small businesses thrive.
- Benefits: Enjoy flexible work options, competitive pay, and opportunities for growth.
- Why this job: Be part of a fast-paced environment where your problem-solving skills make a real impact.
- Qualifications: Strong communication skills and a knack for customer service are essential; experience preferred but not mandatory.
- Other info: Ideal for those looking to kickstart their career in a supportive, team-oriented setting.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
We are looking for a Small Business Help Desk Representative to join our client's team in Phoenix, Arizona. The Help Desk Representative will support the Small Business Insurance Help Desk Team by providing first-level technical support and customer service to both internal and external clients. This role requires effective communication, technical troubleshooting, and the ability to resolve a wide range of inquiries in a professional and timely manner. The ideal candidate will thrive in a fast-paced, team-oriented environment and demonstrate a strong commitment to customer satisfaction.
Key Responsibilities:
- Provide timely support for inbound customer inquiries via phone in an automated call delivery system.
- Manage multiple customer interactions across calls and emails, ensuring responses within 12 business hours.
- Own and resolve internal and external customer inquiries and complaints, meeting First-Level Resolution (FLR) standards.
- Coordinate with internal business partners to ensure complete resolution of complex issues.
- Navigate multiple systems and applications to research and resolve issues accurately.
- Collaborate effectively within a team, demonstrating strong interpersonal and communication skills.
- Maintain basic knowledge of Small Commercial insurance principles and company products.
- Adhere to corporate policies, SOX regulations, and internal procedures while achieving quality and performance benchmarks.
- Understand and apply underwriting guidelines when assisting customers.
- Support other teams and processes as needed based on shifting business priorities.
- Complete additional assignments and duties as assigned.
- Consistently meet or exceed performance standards in a fast-paced environment.
Required Skills:
- Strong verbal and written communication skills with a focus on customer service.
- Ability to handle diverse customer needs and resolve issues efficiently.
- Experience in a call center or customer service environment preferred.
- Strong organizational skills with the ability to multi-task and prioritize.
- Analytical and critical thinking skills to identify and triage technical issues.
- Ability to work independently while maintaining team collaboration.
- High attention to detail with accurate data entry and tracking capabilities.
- Proficiency in Microsoft Word and Excel.
- Familiarity with ServiceNow (preferred).
- Flexibility to accommodate schedule changes and overtime as needed.
Qualifications:
- College education preferred but not required; equivalent work experience will be considered.
- Experience with Commercial or Small Business Insurance is a plus.
- Prior remote work experience including troubleshooting VPN and desktop setup preferred.
- Willingness to learn product and underwriting guidelines for Small Business Insurance.
- General computer proficiency and ability to troubleshoot technical issues effectively.
Small Business Help Desk Representative (Hiring Immediately) employer: Rac
Contact Detail:
Rac Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Small Business Help Desk Representative (Hiring Immediately)
✨Tip Number 1
Familiarise yourself with Small Commercial insurance principles and the specific products offered by our client. This knowledge will not only help you answer questions confidently but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially related to common issues faced in a call centre environment. Being able to quickly identify and resolve problems will set you apart from other candidates.
✨Tip Number 3
Practice your communication skills by engaging in mock customer service scenarios. This will help you articulate your thoughts clearly and respond effectively to diverse customer needs during the interview process.
✨Tip Number 4
Showcase your ability to work in a fast-paced environment by sharing examples from previous roles where you successfully managed multiple tasks or handled high-pressure situations. This will highlight your suitability for the role.
We think you need these skills to ace Small Business Help Desk Representative (Hiring Immediately)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical support. Emphasise any previous roles in call centres or similar environments, and showcase your ability to handle diverse customer needs.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the key responsibilities mentioned in the job description. Use examples from your past experiences to demonstrate your communication skills and problem-solving abilities.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft Word and Excel, as well as any familiarity with ServiceNow. Mention your analytical skills and ability to multi-task, as these are crucial for the role.
Show Enthusiasm for Learning: Express your willingness to learn about Small Commercial insurance principles and underwriting guidelines. This shows your commitment to the role and your readiness to adapt to the company's needs.
How to prepare for a job interview at Rac
✨Showcase Your Communication Skills
As a Small Business Help Desk Representative, effective communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and listen actively. Use examples from past experiences where you successfully resolved customer inquiries or complaints.
✨Highlight Your Technical Troubleshooting Experience
Since the role involves technical support, be prepared to discuss your experience with troubleshooting issues. Share specific instances where you navigated complex problems and how you approached finding solutions, especially in a fast-paced environment.
✨Demonstrate Customer Service Commitment
The ideal candidate thrives on customer satisfaction. Be ready to explain how you prioritise customer needs and ensure their concerns are addressed promptly. Mention any metrics or feedback you've received that reflect your dedication to excellent service.
✨Familiarise Yourself with Small Business Insurance
While not mandatory, having a basic understanding of Small Commercial insurance principles can set you apart. Do some research on common insurance terms and practices, and be prepared to discuss how this knowledge could help you in the role.
