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Help Desk Representative

Help Desk Representative

Robert HalfPhoenix, AZ, US
23 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

About the Role

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.

Key Responsibilities

  • Provide timely and professional customer service to inbound calls in an automated call delivery environment.
  • Manage multiple requests, including phone and email, ensuring responses within a 12-business-hour turnaround.
  • Own customer inquiries and complaints, working toward efficient and accurate resolution to meet First Level Resolution standards.
  • Coordinate with business partners to ensure complete end-to-end service for customers.
  • Navigate multiple systems and applications to research, analyze, and resolve inquiries.
  • Maintain compliance with corporate policies, regulatory standards, SOX, and internal business processes.
  • Demonstrate knowledge of small commercial insurance principles and products.
  • Support other teams and handle process transactions as business priorities shift.
  • Accurately enter and track data while maintaining performance standards in a fast-paced environment.
  • Complete other duties and assignments as required.

Required Skills & Qualifications

  • Strong customer service skills, including clear verbal and written communication.
  • Call center or customer service experience preferred.
  • Proven ability to manage multiple priorities under strict deadlines.
  • Excellent organizational, collaboration, and interpersonal skills.
  • Strong critical thinking and analytical skills for issue triage.
  • Proficiency in MS Word and Excel; ServiceNow experience preferred.
  • Ability to work both independently and in a team environment.
  • Demonstrated commitment to team and departmental goals.
  • Flexibility to accommodate schedule changes and overtime needs.
  • Education & Experience

  • College-level education preferred (or equivalent relevant experience).
  • Commercial insurance experience preferred but not required.
  • Prior remote / work-from-home experience with troubleshooting skills (VPN, desktop setup, connectivity).
  • General computer and program knowledge required to support troubleshooting tasks.
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    Help Desk • Phoenix, AZ, US