Customer Service Representative

6 month contract to hire

• Hybrid - 3 days in office | 2 days Work from home
• Wilkes-Barre,Pennsylvania,United States,18711
• There is no a 8-430 or 830 -5 shift outside of the training hours. You will be required to work one of the below shifts AFTER they complete training.

9:00 AM – 5:30 PM
9:30 AM – 6:00 PM
10:00 AM – 6:30 PM
10:30 AM – 7:00 PM
11:00 AM – 7:30 PM

Claims - Average 60-70 calls a day
Claims calls involve entering new claims and speaking with Claimant, Medical and Service Providers and attorneys looking for status of a claim, payment, and status of a bill.
These calls involve a high level of empathy and strong de-escalation skills

Paid holidays while on contract
Hybrid - 3 days in office | 2 WFH (WFH days will be Mon & Fri during training; once released from training the contractor will be able to choose the 2 WFH days they want and can commit to on a weekly basis. Any changes to their current WFH schedule will need to be approved by their lead.
Full Benefits & PTO offered once direct from day 1.
Room to grow into other departments/roles (current TA that we work with started out as a CSR on contract)

Description

The Customer Service Representative is responsible for communicating over the phone with insureds, agency personnel, claimants, providers, vendors, and any other callers with questions related to products and services

Will be assigned to 1 of 2 teams within the call center group:

Policy Services- Average 70+ calls a day
Handles contacts primarily from agents, policyholders, claimants and providers. However, the customer service phone number is the primary published phone number so we will receive any variety of caller and will need to identify the best course of action for that call.
Calls involve billing questions including taking a payment, questions about a policy, making changes to a policy, status of a policy and audit.
The goal is to identify if the contact is something Customer Service can handle and resolve the call by completing the necessary action or if it is outside of our authority, direct/transfer the caller to the current department/person.

Claims - Average 60-70 calls a day
Claims calls involve entering new claims and speaking with Claimant, Medical and Service Providers and attorneys looking for status of a claim, payment, and status of a bill.
These calls involve a high level of empathy and strong de-escalation skills

Enterprise Req Skills

Customer service,communication and writing skills,call center,crm,customer support,data entry,email

Job Title

customer service representative

Top Skills Details

Previous customer service experience in any field. Open to retail and food service
Excellent communication; both written and verbal
Candidates must be present in a professional and polished manner

Worksite Address

Wilkes-Barre,Pennsylvania,United States,18711

Time off in the 1st 90 Days:
Other Interviews/Offers:
Desired Shift -THIS MUST BE A SHIFT FROM THE LIST IN THIS REQ. CANDIDATE MUST BE LOCKED DOWN FOR A SPECIFIC SHIFT
Interview Availability

External Communities Job Description

TEKsystems is currently hiring for a Customer Service Rep for an AM best rated A+ rated insurance provider in Wilkes Barre PA. Powered by a carefully selected network of independent agents and brokers from all over the country, we offer a full range of insurance products and services.

EVP

Paid holidays while on contract
Hybrid - 3 days in office | 2 WFH (WFH days will be Mon & Fri during training; once released from training the contractor will be able to choose the 2 WFH days they want and can commit to on a weekly basis. Any changes to their current WFH schedule will need to be approved by their lead.
Full Benefits & PTO offered once direct from day 1.
Room to grow into other departments/roles (current TA that we work with started out as a CSR on contract)

Work Environment

Great working environment, not cut throat. No selling, no up-selling.

First 3-4 weeks of training will always be Mon-Fri; 8-4:30. As soon as they are released from training they start the shift they were hired for.

YOU MUST LOCK THE CANDIDATE IN FOR ONE OF THE SHIFTS BELOW AND INCLUDE IN THE SUB PACKAGE -
There is no a 8-430 or 830 -5 shift outside of the training hours. You need to make it clear to the candidates that they will be required to work one of the below shifts AFTER they complete training.

9:00 AM – 5:30 PM
9:30 AM – 6:00 PM
10:00 AM – 6:30 PM
10:30 AM – 7:00 PM
11:00 AM – 7:30 PM

Training Structure:
1st week - GUARDFIT where you will complete your orientation with HR, receive systems training as well as learn about GUARD and the culture

2nd week – Is where you will begin specific Customer Service training with the Customer Service Trainer. Here you will learn the policies and procedures for handling either Claims or Policy calls. This training will be a mixture of classroom training, hands on with mocking calls and quizzes.

3rd week- Wraps up the classroom training and moves on to the nesting phase -shadowing a Trainer handle live calls. You will also start taking calls this week with a Trainer shadowing you to be there as a security blanket. Typically, after a day, you are released on your own.

Additional Skills Tags

call center,crm,customer support,data entry,email

Additional Skills & Qualifications

Previous high volume call center highly desired
Experience using CRM (Customer Relationship Management) system

Assessment needs to be completed on a computer - a phone or tablet will result in a failed result.
Assessment screens for the following:

1. Internet speed - Must meet requirements of 7mb download/1mb upload

2. Simultaneous Tasks - This simulation measures an individual\'s ability to perform multiple tasks simultaneously or in rapid succession, access and evaluate information from several sources, manage and prioritize among competing demands, and filter out irrelevant information. This simulation evaluates both an individual\'s response accuracy and response speed.
Core competencies - 1. Response Effectiveness 2. Processing Accuracy 3. System Navigation

3. Skill Track - SkilTrak uses three simulation-based exercises to assess a participant’s ability to perform key job tasks. The specific exercises used are determined when the test is taken. These exercises include a data entry exercise, a typing exercise, and an email composition exercise
Core competencies - 1. Data Entry 2. Typing 3. Email Composition

• In office assessment option: You can schedule in office assessment outside of this time but you will need to send me an invite. Location: 670 S River St, Suite 302 Wilkes Barre PA 18705 (We are located in the Commonwealth Health building with the River St Grille)

Check the attachments of the req for a completed assessment that the client shared - we do not obtain candidate results - this was completed by an internal employee. The client only shared so we could have further insight into the assessment.

Business Qualification

Impact to the Internal/External Customer

Interview Information

Candidates will receive an interview invite from TA with confirmation of their scheduled interview, name of the manager they will be meeting with, parking instructions and a map.

Interview Availability:
Mon - Thur - 9am - 3pm - Onsite
Fridays - VIRTUAL ONLY - 9am - 3pm

G2 Questions
Have you applied to biBerk or Guard (Berkshire Hathaway Companies) in the last year - either internally or through Indeed?
Have you worked with a CRM or ERP system before?
Talk to me about your customer service experience. This could be in any setting where you are in direct contact with a customer/consumer.
Walk me through your data entry experience. Do you have experience entering orders, adding in customer information, tracking shipments, etc.?
Why are you interested in this role specifically?

IOI Questions -
Describe a time where you dealt with an irate or angry customer. What happened in this situation? How did you resolve it? What did you learn from it?
If you were to receive an email from a disappointed customer, walk me through what your immediate response would sound like?
Tell me about you personally? What do you enjoy doing outside of work? What are your hobbies and interests?

Client Interview -
What were your responsibilities in previous roles? Candidates must have detailed answers on what their day to day was for previous roles and be able to communicate clearly what they did.
Why did you leave your last role? Coach candidates to stay away from answers surrounding scheduling, commute, childcare or scheduling conflicts
What do you know about Guard? Why are you interested in this role? They will dig in here - they want candidates who are committed to a long term goal
How have your previous positions prepared you for this role?

Lockdown sheet and Interview preps are in the attachments of this req

Why is Position Open?

Business Challenge

Has an offshore team - however they realized the importance of an onsite local team, it assists with a pipeline of employees for higher level roles that they are currently struggling to fill