Agency Help Desk Technician

• Posted 02/07/2019
• Location Jacksonville, FL
• Worker Category

Interested? Click on the link below to fill out our application.

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Objectives:

Under general supervision, provides a wide variety of technical and other support to Agency Owners and their staffs.

Principal Duties and Responsibilities:

• Manages ongoing workload effectively and efficiently; using strong organizational skills, develops calendars and checklists for certain ongoing work
• Demonstrates exemplary personal accountability in all areas, including responsiveness to email and other systems through which work is requested
• Is proactive, utilizes available technologies outbound calls, email, etc., with the purpose of clarifying information or gathering correct information
• Conducts research when necessary in order to fulfill requests and/or resolve problems/issues
• Conducts oneself in a manner consistent with the exception NPS score that Agency Support consistently enjoys. Fulfills requesters’ needs, ensuring accuracy, completeness and customer satisfaction
• Documents activities and follow up in appropriate systems in a timely manner with detailed notes and precise accuracy
• Is a problem solver, proactively identifies issues/opportunities to deliver more effective, efficient work and takes the steps necessary to ensured needed improvements are made
• Documents processes to ensure consistency across the team, that tasks are able to be replicated accurately
• Helps to maintain process and procedure manual for the department and create aids as needed for the Field or Home Office
• Listens to, and incorporates, feedback
• Works as part of a team, ensuring work done is complementary and not duplicative or conflicting
• Interacts regularly and professionally with employees and various levels of management in the corporate office and in the field to understand their business needs.
• Works with Onboard, Training and Carrier teams as needed/required
• Adheres to the provided schedule to ensure SLA is maintained
• Performs related duties as assigned. 

Internal/External Relationships:

• High school diploma, some college preferred and/or pursuing Insurance specific continuing education or coursework
• Insurance Agent’s License (not sure what # we should include here) required
• 2-4 years’ experience in a customer service or technical help desk role
• Strong customer focus and ability to manage customer expectations 
• Excellent written and verbal communication skills. Ability to develop professional, clear, concise, written communications
• Strong interpersonal skills, ability at all times to deal professionally with difficult people and situations.
• Self-discipline for performing quality work; self-starter
• Ability to prioritize work load and consistently meet deadlines; good time management skills. 
• Ability to blend creativity problem solving and technical skills to sustain successful customer relationships.
• Ability to handle complex of requests
• Ability to perform work with a high degree of accuracy; exceptional attention to detail
• Strong customer service mindset; a desire and ability to deliver service that provides a high level of satisfaction
• Must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint)
• Strong independent judgment and decision making skills are required
• Deep understanding of Brightway systems; regularly updates cases/activities accurately
• Ability to learn, embrace and put into practice new concepts and skills is required
• Superior ability to manage own time, activities and resources; models behavior for others
• Team player; must be able to contribute to the team and rely on others to achieve objectives
• Must be in good standing with Performance and Attendance

 

Interested? Click on the link below to fill out our application.

Apply Now

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