<p>About the Role</p><p>We are seeking a Help Desk Representative to join our Small Business Insurance Help Desk Team. This role provides first-level technical assistance and customer service support to both internal and external clients. The ideal candidate will be customer-focused, detail-oriented, and skilled at handling inquiries in a fast-paced environment.</p><p>Key Responsibilities</p><ul><li>Provide timely and professional customer service to inbound calls in an automated call delivery environment.</li><li>Manage multiple requests, including phone and email, ensuring responses within a 12-business-hour turnaround.</li><li>Own customer inquiries and complaints, working toward efficient and accurate resolution to meet First Level Resolution standards.</li><li>Coordinate with business partners to ensure complete end-to-end service for customers.</li><li>Navigate multiple systems and applications to research, analyze, and resolve inquiries.</li><li>Maintain compliance with corporate policies, regulatory standards, SOX, and internal business processes.</li><li>Demonstrate knowledge of small commercial insurance principles and products.</li><li>Support other teams and handle process transactions as business priorities shift.</li><li>Accurately enter and track data while maintaining performance standards in a fast-paced environment.</li><li>Complete other duties and assignments as required.</li></ul>

<p>Required Skills & Qualifications</p><ul><li>Strong customer service skills, including clear verbal and written communication.</li><li>Call center or customer service experience preferred.</li><li>Proven ability to manage multiple priorities under strict deadlines.</li><li>Excellent organizational, collaboration, and interpersonal skills.</li><li>Strong critical thinking and analytical skills for issue triage.</li><li>Proficiency in MS Word and Excel; ServiceNow experience preferred.</li><li>Ability to work both independently and in a team environment.</li><li>Demonstrated commitment to team and departmental goals.</li><li>Flexibility to accommodate schedule changes and overtime needs.</li></ul><p><br></p><p>Education & Experience</p><ul><li>College-level education preferred (or equivalent relevant experience).</li><li>Commercial insurance experience preferred but not required.</li><li>Prior remote/work-from-home experience with troubleshooting skills (VPN, desktop setup, connectivity).</li><li>General computer and program knowledge required to support troubleshooting tasks.</li></ul><p><br></p>

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