Highlights
Job Title: Service Representative Work Location: Howell, MI, 48843 /Worcester, MA 01653 Job Type: Temporary Assignment Work Type: Hybrid (2-3 days per week remote ) Duration: 6 Months Shift Timings:Mon - Fri (8:30am-5:00pm) Job Description: Job Summary: As a Service Representative in the Commercial Lines team, you will be responsible for managing customercontact. This team primarily handles indexing several CSC Outlook mailboxes, makes outbound callouts for New Business, Renewal and Customer Satisfaction calls, and completes a large volume of Certificate of Insurance Requests.
Numbers & Facts
| Location | Howell, MI |
| Industry | Computer/IT Services |
| Salary | $21.50 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
Description
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: Service Representative
Work Location: Howell, MI, 48843 /Worcester, MA 01653
Job Type: Temporary Assignment
Work Type: Hybrid (2-3 days per week remote)
Duration: 6 Months
Shift Timings:Mon - Fri (8:30am-5:00pm)
Job Description:
Job Summary:
- As a Service Representative in the Commercial Lines team, you will be responsible for managing customercontact
- And for providing timely, quality service to Agents, commercial policy holders, and vendors primarily byphone and email.
- This includes handling incoming/outbound phone calls, issuing certificates of insurance, and other policy servicing items.
Responsibilities/Essential Functions:
- Respond to customer requests from a variety of sources and handle calls & email from policyholders,agents, peers, or others.
- This team primarily handles indexing several CSC Outlook mailboxes, makes outbound callouts for New Business, Renewal and Customer Satisfaction calls, and completes a large volume of Certificate of Insurance Requests.
- Other areas of focus could include
- First Party Collections calls/emails, Returned Mail calls/email requests and incoming Voice emails.
- Provide timely, quality service to Agents, commercial policy holders, and vendors.
- May answers telephone inquiries from Commercial lines policy owners and Agents for certificate requests.
- Completes certificate of insurance and ID card requests within service level expectations.
- After an acclimation period, Service Representatives are expected to meet a Productivity goal.
- This goal varies based on focus.
- In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured.
- Team members are expected to meet a 94% adherence goal.
- Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches, and breaks, etc.
- All our calls are recorded for Quality purposes, Call and Certificate Quality is reviewed monthly.
Key Measures of Success:
- Service
- Quality
- Productivity
Education and Experience:
- College degree preferred but not required.
- Typically have 2 or more years of related experience in the areas of Customer Service.
- Preferred working knowledge of Commercial Rating and Agency Customer Service.
- Proficiency in operating and interpreting proprietary software programs. Possesses the knowledge to access all applicable on-line resources.
- Demonstrated strong written and oral communication skills including active listening skills with an ability to tailor the content to the specific audience.
- Demonstrated professional telephone etiquette.
- Demonstrated ability to work well within a team environment.
- Physical Demands & Work Environment:
- Ability to use a personal computer and other standard office equipment.
- Ability to work in a fast-paced environment.
- Ability to sit and/or stand for extended periods (75%-90%).
- Able to perform in a dynamic teamwork environment.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.