Client Support Specialist

2 weeks ago


Phoenix, Arizona, United States ASB Resources Full time

Position Overview

The Client Support Specialist serves as a vital contact for clients, addressing their service inquiries and concerns. This role involves managing specific types of calls and fulfilling requests in line with departmental protocols and standards. The Specialist is dedicated to fostering a positive client experience through professionalism, friendliness, and comprehensive knowledge of our offerings.

Key Responsibilities

  • Assist policyholders with inquiries regarding insurance products.
  • Handle incoming calls and respond to client inquiries related to claims, services, and intake issues.
  • Provide accurate updates on policy statuses.
  • Support basic technical troubleshooting for self-service issues.
  • Facilitate transfers to the sales team to enhance revenue.
  • Manage claim intake processes.
  • Consistently meet or exceed departmental performance standards including quality, handling time, and other key performance indicators.
  • Embody the organization's core values and contribute to process improvements.
  • Participate in training and mentoring of junior staff.
  • Perform additional duties as required.
  • Be available to work various shifts within the operational hours.

Core Competencies

  • Problem Solving: Employ a structured approach to analyze and resolve issues, identifying root causes and simplifying complexities.
  • Continuous Learning: Show a commitment to professional growth by seeking opportunities to enhance skills and knowledge.
  • Initiative: Demonstrate a proactive attitude by exceeding job expectations and completing tasks with minimal supervision.
  • Adaptability: Adjust efforts in response to changing situations and effectively prioritize tasks.
  • Results Orientation: Drive for results and take responsibility for outcomes, demonstrating perseverance in challenging scenarios.

Required Skills

  • Previous experience in a customer service role.
  • Thorough understanding of insurance products and policy details.
  • Strong knowledge of worksite-related services.
  • Experience with relevant systems.
  • Professional and approachable demeanor.
  • Excellent communication and interpersonal abilities.
  • Basic computer proficiency and familiarity with database software.
  • Strong attention to detail and effective time management skills.
  • Ability to maintain composure in high-pressure situations.
  • Capability to convey complex policy information in an understandable manner.
  • Bilingual skills in Spanish are preferred.

Education and Experience

  • 2 to 3 years of experience in customer service.
  • High School diploma required; Bachelor's Degree preferred.


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