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Contact Center Specialist

Job Title

Contact Center Specialist

Job ID

12294

Location

Scottsdale Arizona 85251

 

Contact Center Specialist

We are currently seeking a Contact Center Specialist to join our GROWING Insperity team!
 

This position offers the opportunity to grow your professional career in an exceptional human resource environment. It’s an excellent way to increase your Human Resource knowledge and skills through training across multiple facets of our PEO organization. 

There are specific trainings our Contact Center Specialists receive in Human Resources including: 401k, benefits services, HR technology, and much more! 


This position is responsible for supporting and meeting the service needs of all clients, their employees and internal service and sales team members who seek information from the Insperity Contact Center. The Contact Center Specialist resolves a high volume of issues and inquiries by taking ownership and coordinating with other internal departments or external vendors as necessary to obtain positive resolutions.

RESPONSIBILITES

  • Maintains excellent customer service standards to ensure customer satisfaction.
  • Serves as the primary point of contact for worksite employees relative to their personal health related benefits, web support and/or 401(k).
  • Works as a team member to maintain the highest level of customer service quality and productivity.
  • Determines client and/or employee needs, responds accordingly and evaluates calls to personalize each interaction.  Ultimately responsible for ensuring correct correlation between inquiry and solution as well as providing accurate information.
  • Documents, forwards, as needed, and follows-up on issues that require supplemental support for resolution.
  • Documents, as designated by Contact Center management, all calls, issues and resolutions in OneVoice for confirmation and purposes of interaction.
  • Follows all rules and regulations as it applies to HIPAA in a professional manner and maintains compliance with training requirements in regard to HIPAA regulations.
  • Maintains compliance in all employee/employer regulations as required.
  • Uses sound troubleshooting skills as well as coordinates with others to resolve customer issues in a timely and efficient manner.
  • Observes the tele-boards to ensure all calls are answered as expeditiously as possible.
  • Provides back-up support to other inbound call queues as required, based on call volume.

REQUIREMENTS

  • High School Diploma or equivalent is required.
  • One to three years of prior experience in a contact center environment is preferred.
  • Proficient in the use of Microsoft Office programs and demonstrated ability to learn other application programs as needed.
  • Customer service experience in a team environment.
  • Experience in handling high call volume in an efficient and timely manner.
  • Problem solving skills
  • Collaboration skills 
  • Communicates tactfully and effectively both verbally and in writing and maintains effective work relations with those encountered in the course of employment.

 

Insperity is ranked one of the Top 100 Best Places to Work and has been a trusted Human Resources and business solutions advisor to some of America’s most reputable businesses for over 35 years.

 

Insperity offers a competitive compensation package and a world-class benefits package, including 19 days paid time off, 9 paid holidays, medical, dental and vision benefits, 401k and tuition reimbursement. At Insperity, we’re committed to providing a positive work environment, and to helping our employees succeed both personally and professionally.

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.


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