Agency Services Assoc

Worcester, MA - USA

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide.

Job Title: Agency Services Assoc

Work Location: Worcester MA 01653

Job Type: Temporary Assignment

Work Type: Onsite

Duration: 5 Months

Shift: Monday-Friday 8:00AM-6:00PM EST

Job Description:

Position Overview/Summary:

As a member of the Agency Support Team you will work with our independent agents policyholders and field partners within a call center environment to create outstanding service experiences.
The Agency Support Team functions as an extension of our agents offices by providing assistance related to personal lines policies premium billing and technical support.
By joining our team you can expect to take part in an initial comprehensive virtual training program that will prepare you for success.
You will learn our service philosophy receive both systems and skills training and benefit from ongoing coaching and mentorship that will position you well for potential career growth within our Personal Lines organization.

Responsibilities / Essential Functions:

Receive inbound calls from agents policyholders and field representatives in a dynamic call center environment
Timely manage an individual diary of pending items requiring follow-up via email or outbound phone call
Accurately interpret and verify new and renewal policy transactions policy coverages and policy changes for agents
Communicate underwriting guidelines to agents
Respond to simple as well as complex billing inquiries from agents and policyholders
Provide agents and policyholders with technical support and troubleshooting on The clients systems
Partner with others within Personal Lines to resolve policy or billing related issues
Deliver highly positive service experiences consistent with our key performance metrics quality standards and customer experience program
Make process improvement recommendations related to procedures workflows and systems
Participate in special assignments and perform other duties as needed

Key Measures of Success:

Motivated by taking full ownership to help others solve problems and create lasting positive impressions
Driven to be proficient with service delivery and quality metrics policy concepts billing practices and technical troubleshooting skills
Comfortable working in a dynamic and structured call center operations environment
Receptive to coaching and feedback; flexible and adaptable to change; able to overcome obstacles
Thrives in a remote or an in-office working environment

Position Requirements:

Experience of up to 2 years in a customer service environment and role; call center experience is beneficial. Remote work experience preferred
Bachelor s degree preferred; High School diploma/GED required
To work remotely hardwired Ethernet connections speeds of 10 mbps upload and 50 mbps download are required.
Excellent telephone etiquette and service delivery skills
Strong communication skills and effective listening abilities
Effective organizational and time-management techniques
Exhibit patience and a positive outlook when working with agents and policyholders
Contribute to an environment of collaboration accountability respect and empowerment
Proficient with navigating personal computers and standard business software; able to learn call center and the industry specific software applications
Able to commit to the entirety of the virtual training program

Physical Demands & Work Environment:

Able to use a personal computer as well as call center software applications and wear a wired headset
Able to sit for extended periods (75% - 90%) while receiving and handling incoming phone calls
Able to meet performance expectations and internet speed requirements in a dynamic remote work environment

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Job Title: Agency Services Assoc Work Location: Worcester MA 01653 Job Type: Temporary Assignment Work Type: Onsite Durati...