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Form of workJob Title: Customer Service Representative
Location: 202A Hall's Mill Road, Whitehouse Station, NJ 08889 (Hybrid)
Duration: 12 months
Position Type: Hourly contract Position (W2 only)
Summary:
Job Responsibilities:
Location: 202A Hall's Mill Road, Whitehouse Station, NJ 08889 (Hybrid)
Duration: 12 months
Position Type: Hourly contract Position (W2 only)
Summary:
- The main function of a Customer Service Representative is to interact with internal departments & producers/brokers to provide application support. A typical Customer Service Representative is responsible for determining the issue, offer possible solutions or providing follow-up as needed. Customer service calls may be inbound, outbound or a combination of both. Provides basic technical support.
- Helpdesk is open 7:00am-7:00pm EST. Manager needs candidates that are flexible to these hours, Monday-Friday.
- First two weeks in office 40 hours for Training. Once the worker is fully trained and the manager gives approval, the role is hybrid 3/2.
Job Responsibilities:
- Resolve issues that come from the EXP application users. (Proprietary and contractor will be fully trained).
- Document & respond to inquiries via phone & email.
- Refer unresolved issues to designated departments for further investigation.
- Keep records of interactions, recording details of inquiries, problems, and comments, as well as actions taken.
- Effectively gather problem information.
- Evaluate and diagnose problems. Properly escalate issues to management
- Support technical errors whether navigational or system related to keep the end user from being unproductive (Client Employees at all levels).
- Major part of the support will take place via the shared mailbox to correct the error that is being presented.
- Helpdesk problem solving required- Level 1
- Areas of trouble shooting that will be required in this role will be accompanied by supervisor training to accomplish the job.
- Shared Mailbox experience in coordination with other support personnel
- Previous experience with insurance products is preferred.
- Experience with attending conference calls and participating.
- Verbal and written communication skills, attention to detail, Customer Service skills and interpersonal skills. This role requires the contractor to interact with all levels of management.
- Ability to work independently.
- Ability to accurately document and record customer/client information.
- High school diploma or GED preferred.
- 1-2 years Customer Service-related experience required.
- Experience with Microsoft Office suite products
- History of being a self-starter and active learner
