Job Title: Customer Service Representative - Producer Services
Duration: 6 months, Assignment (Potential to temp to hire depends on performance)
Location: Chicago, IL 60631
Shift/Hours: 40hours/week, Mon to Fri, 7:30am-6:00pm CST
Work Model: Fully Onsite 5days/week
Note: Some Saturday hours may be required.
 
Job Summary

• The Producer Service Center Representative is responsible for addressing escalated customer service concerns, inquiries and activities.
• The Producer Service Center Representative is responsible for handling specific call types and completing the requests in accordance with departmental guidelines and procedures.
• As a Producer Service Center Representative, he/she is responsible for creating a positive customer experience through professionalism, amicability, and knowledge of client’s products and systems.

Roles & Responsibilities:

• Demonstrate consistent good quality and performance results.
• Provide consistent service that is customer focused and professional.
• Supporting Field Sales agents with insurance product information.
• Assist with basic technical troubleshooting.
• Be able confident and capable to handle all new business, underwriting, claim and compensation situations.
• Learn soft skills while communicating with customers.
• Focus on customers' needs and develops a customer centric approach in servicing customer’s needs.
• Consistently meets or exceeds expectations for departmental standards related to quality, average handle time, auxiliary time, after call work, customer satisfaction 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.
• Learn all policy product lines, all procedures for the core and worksite calls.
• Provides support for business partners as needed.
• Represents the client tenants: Personal Connection, Empathy, Problem-Solving, and Ownership.

Skills:

• Ability to effectively communicate and build strong partnerships with newer employees.
• Basic computer skills and knowledge of database software.
• Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relation situations that may arise.
• 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.
• Friendly and professional demeanour.
• Excellent communication and interpersonal skills.
• Ability to remain calm in stressful situations.
• Supplemental insurance knowledge and licensing is a plus.
• Bilingual language proficiency is a plus.
• Bilingual skills (verbal, written, read) in Spanish a plus

 Competencies:

• Problem solving – take an organized and logical approach to thinking through problems and complex issues.
• Initiative – Willing to do more than is required or expected.
• Adaptability – ability to redirect personal efforts to respond to changing environment.
• Results Oriented – effectively executes son plans, drives for results and takes accountability for outcomes.

Required Education and Experience:

• High school diploma or general education degree (GED); Associate degree preferred.
• 2+ years’ experience in a contact center environment 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: $ 22.48/hr.