Customer Service Helpdesk

Overview:

Assists staff with the day-to-day questions, handles Webform returns and escalations from the production floor.

Responsibilities:

• Assist representatives with questions related to their individual area(s) of responsibility.
• Learns and maintains a thorough working knowledge of all product information and adheres to our underwriting guidelines.
• Ability to Multi tasks between different functions throughout the day.
• Responsible for assisting in performance levels for the helpdesk, including ASA, abandon rate, timeliness, quality, and efficiency.
• Attend meetings when needed and has good note taking skills.
• Continuous communication with other branch offices within Esurance.
• Provide hands-on departmental assistance during periods of peak volume.
• Performs other duties as assigned.

Qualifications:

• High school diploma or equivalent work experience required.
• Minimum of 1-year experience in Esurance Customer Service environment desired.
• Must be licensed or capable of completing the license test within 60 days of hire.
• Ability to listen attentively and provide excellent customer service skills
• Outstanding organizational and time management skills.
• Excellent oral and written communication skills.
• Ability to multitask.
• Strong analytical and problem solving skills.
• PC proficiency, including MS Office Suite
• Ability to type 35 wpm minimum with accuracy.
• Ability to adhere to all organizational policies and procedures.



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