What are the responsibilities and job description for the BILINGUAL SPANISH/ENGLISH-CUSTOMER SERVICE-WORKSITE REPRESENTATIVE position at TSR Consulting?
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.
Bilingual Spanish / English-Customer Service-Worksite Representative
Job Description
Our client, a leading insurance company, is hiring a Bilingual Spanish / English Customer Service Worksite Representative on a contract basis
Job ID # : 81724
Work Location : Phoenix, AZ / Hybrid after Training
Summary :
Bilingual candidates only
Job Schedule-Training is on site for 7-8 weeks, 40 hours per week For training.
Once the representative is deemed proficient in call-handling the job schedule then reverts to a hybrid 3 / 2 schedule.
TEMP TO PERM
Job Hours-40 hours - 8 : 30am-6 : 00pm eastern / 7 : 30am-4 : 00pm AZ Time
Client is seeking a Worksite Representative to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 100 years. Come join our team of hard-working, talented professionals!
Job Summary
Often the first point of contact for customers, the Worksite Representative is responsible for addressing customer service concerns, inquiries and activities. The Worksite Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures. As a Worksite Representative, he / she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of Combined products and systems.
Responsibilities
Supporting policyholders with insurance product information
Answering PFP calls and responding to policyholder inquires with claims, service and intake related issues
Provide detailed information about policies statuses
Assist with basic technical troubleshooting for self-service related issues
Ability to send transfers to the PFP sales team to increase APV revenue
Ability to handle claim intake for PFP
Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work and other KPIs.
Exhibits and practices the Organizations Common Purposes and Shared Traits. Understands organizational objectives, supports process improvements, and provides feedback to leadership.
Willingness to participate in partnership training and mentoring of Junior Representatives.
Willingness to perform other duties as assigned.
Expected to be able work various shifts within 7 : 30 a.m. - 6 : 00 p.m. CDT timeframe.
Represents the Combined tenants : Personal Connection, Empathy, Problem-Solving, and Ownership
Competencies
Problem Solving : Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situation.
Continuous Learning : Demonstrates a desire and capacity to expand expertise, develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth
Initiative : Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.
Adaptability : Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course
Results Orientation : Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results
Values Orientation : Upholds and models client values and always does the right thing for the company, colleagues and customers. Is direct truthful and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks Oneclient
Skills
Previous experience working as a customer service representative.
In-depth knowledge of insurance products and policy schedules.
Strong knowledge of worksite products and services
Experience in LSP and worksite related systems
Friendly and professional demeanor.
Excellent communication and interpersonal skills.
Basic computer skills and knowledge of database software.
Demonstrated attention to detail, organizational skills, and time management skills.
Ability to work a flexible schedule to meet the needs of the business and performance requirements.
Ability to remain calm in stressful situations.
Ability to explain detailed policy concepts in a simple way
Bilingual skills (verbal, written, read) in Spanish preferred
Education and Experience
2 - 3 years experience of customer service.
High School Required; Bachelors Degree preferred
Pay Range : $23-24
Salary : $23 - $24
