Job Title: Bilingual Producer Service Representative
Location: Phoenix, AZ, 85027
Duration: 6 Months Assignment (potential for temp to perm based on performance)
Work Model: Fully Onsite, 5 days/Week.
Shift/Hours: 40hours/week, 9:30am-6:00pm CST, Some Saturday hours may be required.
 
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.

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 demeanor.
• Excellent communication and interpersonal skills.
• Ability to remain calm in stressful situations.
• Supplemental insurance knowledge and licensing is a plus.
• Spanish Bilingual language proficiency.
• Spanish Bilingual skills (verbal, written, read).

 
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.
• Qualifications – External.

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: $ 23.03/daily.