Small Business Help Desk Representative

Job Description

Job Description

We are looking for a dedicated Small Business Help Desk Representative to join our team in Jersey City, New Jersey. This long-term contract position offers an exciting opportunity to support both internal and external customers with a variety of inquiries and technical issues. The ideal candidate will thrive in a fast-paced environment, possess excellent communication skills, and demonstrate a proactive approach to problem-solving.

Responsibilities :

• Respond promptly to customer inquiries via phone and email, ensuring all requests are addressed within a 12-hour turnaround time.
• Take ownership of customer issues, providing accurate and detail-oriented resolutions while meeting First Level Resolution standards.
• Collaborate with internal teams and other business units to deliver end-to-end solutions for customer inquiries.
• Utilize multiple systems and applications to research and resolve customer concerns effectively.
• Apply knowledge of small commercial insurance principles and company products to assist customers.
• Adhere to corporate policies, regulatory standards, and internal processes while maintaining high-quality service.
• Support other teams and manage transactions as business needs evolve.
• Maintain performance standards in a dynamic, high-volume environment.
• Complete additional tasks and assignments as required by management.
• Demonstrate strong interpersonal and teamwork skills to contribute to a collaborative work environment.
• Proven customer service experience, preferably in a call center or similar setting.
• Strong written and verbal communication skills with the ability to handle diverse customer needs.
• Familiarity with small commercial insurance products and underwriting principles is a plus.
• Proficiency in using Microsoft Excel, Word, and email communication tools.
• Ability to manage multiple priorities and tasks within strict deadlines.
• Exceptional organizational and analytical skills to identify and resolve issues effectively.
• Capability to work independently and as part of a team to achieve shared goals.
• Commitment to delivering high-quality service and meeting performance standards.