Job Description

Job Title: Bilingual Spanish/English-Customer Service Representative-CWB (Client Workplace Benefits)

Duration: 6+ Months (CTH)

Location: Phoenix, AZ

Job Hours of operation 7:30am-8:00pm central timeframe

Job Schedule-5 days in office- Some Saturday hours may be required.

TEMP TO PERM

Job Hours-40 hours

Interview process-Onsite interview

Job Summary:

The CWB Representative role supports the CWB (Client Workplace Benefits) contact center by servicing customers through inbound/outbound calls and emails. Ideal candidates thrive in a fast-paced environment, demonstrate attention to detail, excel in communication, and possess strong problem-solving skills. The primary goal is to deliver exceptional customer experiences. In addition, assisting with functions that include but is not limited to:

Responsibilities

• Provide superior customer experience via incoming telephone calls in a fast-paced, automated, high-volume contact center environment

• Assume ownership and timeliness in handling callers’ requests in an efficient, accurate and professional manner

• Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)

• Ability to navigate multiple systems and applications to research, analyze and resolve requests & inquiries

• Maintain performance and quality standards

• Analyze information to make appropriate decisions and solve problems, while maintaining a positive phone experience

• Ability to learn the basic concepts of personal lines insurance principles and Client and Combined products offered to our CWB customers

• Work collaboratively with team members, and business partners to provide a positive customer experience for our caller

• Ability to work 40 hours a week on scheduled shift between the hour 7am-8pm CST; work overtime and weekends as needed

• Assist with special requests as needed.

• Complete additional tasks and other projects/duties as assigned

Qualifications

• Minimum of high school diploma or equivalent; college degree or currently pursuing is preferred.

• 3-5 years’ experience of Insurance background

• Customer- focused mindset and dedication to providing exceptional service to employees

• Previous experience in a high-volume contact center with a focus on decision making, problem solving and delivering superior customer service is a plus!

• Outstanding, effective, and service focused communication skills, both verbal and written

• Proficient in computer skills, multi-application navigation and multi-tasking

• Accepts accountability

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