Job Title: Bilingual Customer Service-Worksite Representative
Location: Chicago IL 60631
Duration: 6 months Assignment (potential to temp to perm)
Shift/Hours: 40hours/week, 7:30am-6:00pm CT (8hours & 30mins Lunch)
Work Model: Training is for 7-8 weeks (8:30 to 5:00 pm), 5 days per week in office
 
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 Client’s 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 KPI’s.
• Exhibits and practices the Organization’s 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.
• Take advantage of formal and informal development 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.
• It is directly 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 “One Client”

Qualifications & Skills:

• Previous experience as a customer service representative and prior contact center experience are preferred.
• Basic familiarity with insurance products and policy schedules.
• 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 is required. 

Education and Experience

• 3- 5 years’ experience of customer service.
• High School Required; Bachelor’s Degree preferred.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 23.82/hr.