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Customer Service Representative

2 months ago

Phoenix, United States TSR Consulting Full time
About TSR:

TSR is a relationship-based, customer-focused IT and technical services staffing company.

For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients.

Mission & Vision

We do not believe in building a vision around the company but building a company around our vision, which is simply;

Every employee's voice matters, their effort is appreciated, and their talent is rewarded.

We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner.

Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.

Customer Service Representative - 1

Job Description

  • Location: Phoenix, Arizona
  • Type: Contract
  • Job #80034

Our client, a leading insurance company, is hiring a Customer Service Representative on a contract basis.

Job ID #: 80034

Work Location: Phoenix, AZ/Hybrid

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-8:00pm 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 manager gives approval, the role is hybrid 3/2.

****While this role is CSR based the candidate needs to have strong soft skills as listed below and the ability to learn new concepts.

Job Responsibilities :
•Resolve issues that come from the eBusiness/Marketplace 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.

Skills:
•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.

Education/Experience:
•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