Inside Sales Center Representative- Part time

Division: Arizona Republic

Location: PHOENIX, AZ US

Travel Involved: None

Job Type: Part Time

Job Level: Experienced

Education: High school diploma or equivalent

Category: Customer Service, Sales

Position Summary:

THE ARIZONA REPUBLIC

PART TIME INSIDE SALES CENTER REPRESENTATIVE

The Arizona Republic, Arizona’s premier multimedia source for news and information is looking for a part time Inside Sales Center Representative for our Advertising department!

The Arizona Republic is one of the largest, most read newspapers in the Southwest. For more than 110 years, The Republic has been committed to delivering readers the news and information they rely on in a format they enjoy. In 2007, we transformed the process of gathering and disseminating that information by creating synergies between our newsroom and azcentral.com, our online partner. What resulted was the evolution of a newsroom into the Information Center, a shift that has allowed us to expand into multimedia and deliver relevant, targeted news across multiple platforms based on readers’ needs.

As a Sales Center Representative on our team you will be part of a high volume inbound call center environment that accepts and handles advertising orders over the phone and via faxed copy from consumers for the classified section of the newspaper, internet or other company publications.  This person will advise and assist advertisers in the composition of ad copy, wording, and formatting of their ad. This person will also create solutions and present advertising packages using Value Selling principles and make suggestions for multiple day schedules, larger type, and ad enhancement features. This person will also be responsible for accepting payments via credit card an other method, as necessary and make customer callbacks to determine ad success.

Qualified candidates must have a minimum of 1 year sales and/or customer service experience. Must have the ability to work independently and be self motivated to achieve set sales goals. Must have proficient PC skills and good communication skills. Typing and spelling test will be given prior to interview. Ability to work in a fast paced and team environment.

The Arizona Republic offers competitive compensation and an excellent benefits package including Medical, Dental, Vision, 401K – 100% Match upon vesting, 8 Paid Holidays, Vacation, Personal time, Sick Leave, and an on site fitness center (Downtown office only). As part of the Gannett company, our employees also enjoy numerous retailer discounts.

www.republicjobs.azcentr al.com

The Arizona Republic is part of the Gannett family, a company rich in its diversity of people and communities. Gannett serves readers and viewers throughout operations within the U.S., as well as Guam, the United Kingdom, Belgium, Germany, Italy and Hong Kong.

azcentral.com and The Arizona Republic is an equal opportunity employer and a drug-free workplace.

 

Volt Workforce Solutions

Location :  Phoenix, AZ

Status: CON_W2

Salary : 14.00 – 15.00 Hourly DOE

Job Category : Technology

Company : Volt Workforce Solutions

Address : 3733 National Dr., Ste. 225, Raleigh, NC

Email : raleigh025404@volt.com

Phone : (919) 782-7440

Fax : (919) 782-5549

http://www.volt.com

About Us

At Volt Workforce Solutions, we connect talented people with respected companies. Every day, leading global employers

ask us to present them with talented candidates for their most in-demand positions. Volt offers you unique access to these employment opportunities, matching your skills with intriguing projects and cutting-edge technologies. Employment options from contract and contingent, temporary-to-direct hire, and direct placement are designed to support your availability and career requirements. Comprehensive benefits programs and training opportunities further empower employees to contribute their best ideas and insights.
With locations and opportunities across the U.S., Canada, Europe and Asia, Volt is a Fortune 1000 leader that has been helping leading companies locate the right people for over 50 years. To learn more about our diverse opportunities where your talents can make a world of difference, view our current postings below or connect with your local Volt office.
Volt Workforce Solutions, divisions of Volt Management Corp. and Volt Technical Resources, LLC.

Tier 1 Support Technician – 20+ Positions (Phoenix)

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Please Reference Job ID: 300293-8101-12-237672
Tier 1 Support Technician (20+ openings to be filled ASAP)BILINGUAL WITH SPANISH A PLUS!
CERTIFICATION REQUIRED : Technical Support, Desktop, Call Center, Software, Wireless,Peripheral, Internet, XP, A+, MCP, MCSE, Net+
FLEXIBLE HOURS AND DAYS – WORK FROM HOME!
A trusted provider of online computer support is looking for high-energy self-starters to join their world-class support team. Specifically, Our Client is looking to add more than TWENTY (20) Tier One Support candidates with extensive Microsoft Windows experience ASAP.

They are currently seeking dynamic candidates who are:
Looking for flexibility
Able to work from home
Most importantly, these candidates must:
Possess excellent communication and customer service skills.
Genuinely care about the customer(s).
Be highly motivated and able to work independently.
Take ownership for problems and follow through to resolution.
Be disciplined to work independently while working towards the goals set by Our Clients tech team.
If bilingual, be able to pass a technical test and provide support in Spanish.
These candidates will be part of a growing team of Tier 1 Support Techs to work for a leader in the Computer Industry that is offering tech support to their customers across the country. Our Client is offering flexible hours for the right candidates, and this is a great opportunity for growth.
Our client is one of the fastest growing companies in the remote Home Technology Support Services industry, and they are hoping to hire multiple people for immediate Computer Support Technician openings.
This is a six-month contract with flexible hours and days, with Temp to Direct Hire potential. A variety of shifts exist over the 24×7x365 timeframe.
About Our Client:
This is a trusted provider of online computer support for the home, home office and small business. The company is based in Billerica, MA with remote offices throughout the U.S. Our client’s premium remote computer and technology service is available to home and business PC users, business travelers, telecommuters, college students, persons with limited mobility and any PC user with Internet access. The company’s remote services include support for PCs, MP3 players, PDAs and other mobile devices, networking and network devices, printers and other peripherals, digital cameras and any software, connectivity or operating system level issues. Due to the web-based nature of the company’s online PC service, customers now have a more affordable, more convenient and easier computer support option at the click of a mouse. Founded in 2001, this is a privately-held corporation.
This is an estimated 6-month contract position (with Contract to Hire potential), through Volt Technical Resources – a division of a Fortune 1000 publicly traded Staffing Industry Leader, based in Raleigh, NC. We are among the largest IT staffing companies in the US for contract/temporary and direct hire placements and support most of the top rated IT companies in the Southeast.
Requirements:
To be considered, candidates must have the following credentials:
Three (3) years minimum of Desktop or Call Center Support for all of the standard Windows-based systems; previous Technical Support experience with Mac OS-based systems a BONUS
Demonstrated strong technical skills with:
ALL of Microsoft Windows OS
Application support
Networking
Must be well-versed in resolving all common computer problems, including:
Viruses
Slow performance
Errors
E-mail client set-up
Software Installation and Configuration
Wireless Networks
Peripheral problems
Candidates will need the following for remote set-up:
High-speed Internet access
Dedicated Windows-based computer with XP Pro at a minimum
Quiet, private workspace
Dedicated phone line (No VoIP)
Certification(s) including, but not limited to:
A+
MCP
MCSE
Net+
Candidates without certification or failing to provide supporting documentation from an accredited institute will NOT be considered for this position.
Special Instructions to begin the process:
Please email your resume to Volt at: raleigh025404@volt.com and it will be expedited to the Recruiter assigned to this position. Our Recruiter will initiate a phone call to you and give you immediate consideration should your resume meet the job requirements.
Please reference the following in your subject line to ensure your resume is routed to the correct Recruiter on your behalf: 300293-8101-12-237672 – Tier 1 Support Technicians
If you are able to include on the subject line the website where you saw this posting, it would be greatly appreciated!
Thank you for your attention to these details!
For further information regarding this posting, please contact the Recruiter via E-mail ONLY, using the email address listed on this posting and again by placing the entire job number in the subject line.
Please rest assured that if your resume matches what is reflected in this job posting, you should get a phone call from a Volt Recruiter to discuss this position with you.
No Phone Calls Please for this position.
Volt has a talented and optimistic staffing team focused on the quality of your career.
Volt is a world leader in the staffing industry, boasting over 50 years of experience. We work with many of the Fortune 500 and 1000 companies to provide workforce solutions. We offer many contract positions as well as many direct hire full-time positions. Our Contractors receive competitive pay and benefits, as well as educational programs and re-deployment assistance.
Volt Information Sciences, Inc. is our parent company and is a publicly owned corporation. Stock is traded over-the-counter and is quoted on the NYSE. To learn more about Volt Information Sciences, please visit: http://www.volt.com and to see more of our job postings, please visit: http://jobs.volt.com
Volt is an Equal Opportunity Employer and is dedicated to fostering diversity in the workplace.

 

 

N. Phoenix Bilingual Mortgage Counselor

Company:
Aerotek Professional Services

Location: Phoenix, Arizona

Category: Customer Service & Call Center Jobs

Rate: $13 to $14 per Hour

Job Type: Contract-to-Hire

Posting Date: 1/13/2009

Aerotek is hiring Bilingual Mortgage Counselors for one of our larger clients located in north central Phoenix.
Pay for this position is $13-14/hr., depending on experience.
The Mortgage Counselor will be responsible for:
- Assessing the customer’s financial situation and cover the different types of options available to assist them in making the best choice for their home mortgage.
- Provide credit education and other related services to our customers.
Qualifications for the Bilingual Mortgage Counselor include:
- At least 2 years experience working in a call center environment.
- Background in finance, consumer credit or a counseling-related field.
- Ability to work in a team-oriented environment.
- Ability to speak and communicate to Spanish-speaking clients.
Interested and qualified candidates should contact Rob at 623-518-1367 AND email your resume to rcano@aerotek.com.

Required Skills for N. Phoenix Bilingual Mortgage Counselor Job:

• CREDIT/CALL CENTER
• CALL CENTER CUSTOMER SERVICE
• BILINGUAL SPANISH

 

About Aerotek Professional Services:

Join Aerotek Professional Services. Our customized employment solutions and personalized approach give job seekers access to great opportunities with competitive salaries. Aerotek offers comprehensive benefits that can include medical, dental, optical, and optional 401k. Don’t put your career in the hands of just anyone; put it in the hands of a specialist. Launch or rejuvenate your career today with Aerotek Professional Services! Allegis Group and its subsidiaries are equal opportunity employers.

Contact Information

Robert Cano Jr
Apply Now! Begin by filling out the "Apply Online for this Job" section at the top of the page. rcano@aerotek.com

Aerotek Professional Services – Phoenix, AZ

1850 N. 95th. Ave.
Suite 180
Phoenix, AZ 85037

TEL: (623) 518-1367

TEL: (800) 254-0408

FAX: (623) 518-1410

 

Loan Processors- Phoenix Area

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Loan Processors- Phoenix Area

Company: Aerotek Professional Services Location: Phoenix, AZ Category: Accounting & Finance Jobs Rate: $16 to $18 per Hour Job Type: Contract Posting Date: 12/29/2008

Loan Processors- Phoenix Area Job Description:

POSITION INFORMATION:
Experience: 2-years MOST RECENT experience in Loan Processing and Customer Service
Duties:
CALL CENTER EXPERIENCE, CUSTOMER SERVICE EXPERIENCE
NEED TO PICK UP THE PHONE AND MAKE CALLS
Inbound calls and outbound calls regarding the processing of loans.
This is a heavy customer service position.
Candidates will be performing a variety of loan documentation duties on moderately complex loans using comprehensive knowledge of policies and procedures for loan products;
- Processing
- Closing and Compliance
- Interpreting Policies
- Property and Documentation
- Verifications
- Subsequent Follow-ups
Regular Hours 9am-6pm and Flexible between 7am and 9pm
PAY RATE: $16-$18/hr plus overtime
Bonus structure available once permanent.
Success Profile:
Candidates should have 1-2 years of loan processing experience and need to be very Customer Service oriented. Call Center experience is a plus.
Our clients pride themselves on customer service. Most of these positions will be utilizing the phones for inbound and outbound calls.
Required Skills for Loan Processors- Phoenix Area Job:

CLERICAL LOAN PROCESSING

LOAN PROCESSOR

BANKING LOAN

CALL CENTER CUSTOMER SERVICE

MORTGAGE LOAN PROCESSING

EXCELLENT CUSTOMER SERVICE SKILLS

About Aerotek Professional Services:

Join Aerotek Professional Services. Our customized employment solutions and personalized approach give job seekers access to great opportunities with competitive salaries. Aerotek offers comprehensive benefits that can include medical, dental, optical, and optional 401k. Don't put your career in the hands of just anyone; put it in the hands of a specialist. Launch or rejuvenate your career today with Aerotek Professional Services! Allegis Group and its subsidiaries are equal opportunity employers.

Inside Sales Representative-(Call Center) Phoenix/Ahwatukee, AZ-04686

Description

Advance your Sales career at Liberty Mutual – A Fortune 100 Company!

We are currently looking for motivated sales professionals seeking a challenging opportunity in Inside Sales located in our Phoenix/Ahwatukee, AZ (Call Center) office.  Our Inside Sales Representatives receive training and support to prepare them to meet or achieve their goals while providing our customer with superior service, efficient and profitable management.  

Responsibilities:

• Close sales from leads generated from Direct Response mail campaigns and marketing endorsements.

• Evaluate risks utilizing

• underwriting rules and guidelines in order to bind coverage.

• Counsel prospects and policyholders on coverage, limits and regulations

• Develop quotes based upon risk information

• Willing to work a flexible 5 day a week schedule Monday – Friday between 7:00 a.m – 10:30 p.m which includes a Saturday or Sunday (between the hours of 7:00 a.m – 9:00 p.m).

• Associates degree or equivalent training plus a minimum of 2-3 years of insurance experience.  Sales or Service related work experience in preferred.

• Proficient PC, analytical, decision making and organizational skills.

• Strong interpersonal an persuasive skills in order to communicate effectively with customers and prospects. 

Benefits:

We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following:

• 401K and Company paid pension plan

• Medical coverage

• Dental coverage

• Paid time-off

• Pay-for-Performance

• Paid Training and Licensing

• Discounts on automobile and homeowner’s insurance

• Discount fitness memberships

• Flexible spending accounts

• Tuition reimbursement

• Vision care coverage

• Work/Life resources

• Credit Union membership

• Employee and Dependent life insurance

• Disability insurance

• Long-term care insurance

Overview:

We believe strongly that commercial success can be achieved in a manner consistent with principles and ideals that bind us together as one company, that set us apart from our competitors, and that in the end will allow us to say we have succeeded commercially by doing the right thing the right way.

We believe that the Company’s success is inextricably linked to our employees’ satisfaction and success: satisfaction that they work for an industry leader committed to improving safety, satisfaction that they work for a company that does the right thing, and satisfaction that the company will reward them for their contributions and provide opportunities for personal growth and success.

We believe our employees

take pride in knowing that they help people live safer more secure lives everyday.

Responsibility. What’s your policy?

Job : Sales

Primary Location : US-AZ-Phoenix

Schedule : Full-time

Salary (Pay Basis) : 31,000-34,000

Education Level : Associate’s Degree/College Diploma (±13 years)

Shift: Variable

Travel: No

 

Inside Sales Representative-(Call Center)

Company: Liberty Mutual
Location: See Job Location, CA
Job ID: 12387
Salary: Within Range
Job Location: Phoenix Ahwatukee, AZ
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Job Description:

Since 1912, we at Liberty Mutual have committed ourselves to providing broad, useful and competitively-priced insurance products and services to meet our customer’s ever-changing needs. As of December 31, 2007, Liberty Mutual Group had $94.7 billion in consolidated assets, $82.3 billion in consolidated liabilities and $25.9 billion in annual consolidated revenue. Liberty Mutual ranks 94th on the Fortune 500 list of largest U.S. corporations based on 2007 revenue, and is the sixth-largest property and casualty insurer in the U.S. based on 2006 direct written premium. Liberty Mutual Group today employs over 41,000 people in more than 900 offices throughout the world.
Advance your Sales career at Liberty Mutual – A Fortune 100 Company!

We are currently looking for motivated sales professionals seeking a challenging opportunity in Inside Sales located in our Phoenix/Ahwatukee, AZ (Call Center) office.  Our Inside Sales Representatives receive training and support to prepare them to meet or achieve their goals while providing our customer with superior service, efficient and profitable management.   
Responsibilities:

• Close sales from leads generated from Direct Response mail campaigns and marketing endorsements.

• Evaluate risks utilizing underwriting rules and guidelines in order to bind coverage.

• Counsel prospects and policyholders on coverage, limits and regulations

• Develop quotes based upon risk information

• Willing to work a flexible 5 day a week schedule Monday – Friday between 7:00 a.m – 10:30 p.m which includes a Saturday or Sunday (between the hours of 7:00 a.m – 9:00 p.m).

• Associates degree or equivalent training plus a minimum of 2-3 years of insurance experience.  Sales or Service related work experience in preferred.

• Proficient PC, analytical, decision making and organizational skills.

• Strong interpersonal an persuasive skills in order to communicate effectively with customers and prospects. 

Benefits:

We

recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following:

• 401K and Company paid pension plan

• Medical coverage

• Dental coverage

• Paid time-off

• Pay-for-Performance

• Paid Training and Licensing

• Discounts on automobile and homeowner’s insurance

• Discount fitness memberships

• Flexible spending accounts

• Tuition reimbursement

• Vision care coverage

• Work/Life resources

• Credit Union membership

• Employee and Dependent life insurance

• Disability insurance

• Long-term care insurance

Overview:

We believe strongly that commercial success can be achieved in a manner consistent with principles and ideals that bind us together as one company, that set us apart from our competitors, and that in the end will allow us to say we have succeeded commercially by doing the right thing the right way.

We believe that the Company’s success is inextricably linked to our employees’ satisfaction and success: satisfaction that they work for an industry leader committed to improving safety, satisfaction that they work for a company that does the right thing, and satisfaction that the company will reward them for their contributions and provide opportunities for personal growth and success.

We believe our employees take pride in knowing that they help people live safer more secure lives everyday.

Apply to this Job Now

Call Center Supervisor

Job Description:

Job#: JID1028384 

Our company is the nation’s leading managed healthcare organization specializing in the management of healthcare transportation benefits. The Company’s client base consists of state and local government agencies (Medicaid agencies, transit authorities, school boards), managed care organizations and hospitals. Our company is not a provider of transportation vehicles (we do not physically own vehicles). Instead, the Company manages a network of transportation providers and provides the administrative infrastructure to authorize services and provide billing and claims payment functionality allowing the Company to offer a complete outsourcing solution to our clients.

We seek a Call Center Supervisor for our operations center, located in Phoenix, AZ. The Call Center Supervisor is responsible for meeting all contract goals associated with call center operations and call taking through oversight of the day-to-day operations and customer service in the call center. The Call Center Supervisor provides call center performance reports and initiates and implements procedures to improve the reservation process and to comply with contract requirements.  Qualified candidates must be available to work the mid or late shift.  The mid shift is Monday through Friday from 3:00 pm – 11:30 pm and the evening shift, is Monday through Friday from 5:30 pm to 2:00 am.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provide call center performance reports and initiates and implement procedures to improve the reservation process and comply with contract requirements.

Provide direct supervision, mentoring/coaching and leadership to all CSRs and Leads.

Responsible for hiring, training and mentoring CSRs.

Monitors and evaluates the performance of direct reports.

Monitors the standards of performance of the Call Center.

Recommends and initiates call center process and policy improvements to ensure that LogistiCare excels in its contractual performance.

Identify and resolve customer issues; participate in routine communications with clients to ensure complete customer satisfaction.

Ensure the generation and analysis of daily, weekly and monthly reports to be used by management and clients to assess and improve the operations.

Monitors training needs and ensures proper CSR education occurs.

Displays knowledge of the Medicaid policy manual and relevant transportation needs.

Develops and maintains a comprehensive working knowledge of our proprietary software.

Maximizes the potential of each employee supervised.

Participates in projects as necessary.

We are an Equal Opportunity Employer.

Required Skills:

Education:

Qualified candidates will have a high-school degree or GED (college degree preferred).

Experience:

3-5 years heavy phone volume customer service experience to include to in-bound call center/customer service experience.

3+ years demonstrated experience leading and supervising staff.

Skills:

Knowledge and proficiency of call center management tools and principles, and knowledge of and proficiency in quality improvement tools and processes.

Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner.

Must be able to work independently and as a member of a team.

Proven experience dealing with crisis and ability to create processes that best benefit the entire team.

Must possess ability to analyze data and report on center performance.

Excellent customer service and phone skills

Strong time management and organizational skills

Ability to accurately type 35+ corrected words per minute, and ability to work independently or with a team a must.

Intermediate to advanced proficiency with Excel, Word and Outlook.

Bi-lingual a plus.

Competencies:

Communication, Oral – Ability to communicate effectively with others using the spoken word.

Communication, Written – Ability to communicate in writing clearly and concisely.

Customer Oriented – Ability to take care of the customers’ needs while following company procedures.

Interpersonal – Ability to get along well with a variety of personalities and individuals.

Energetic – Ability to work at a sustained pace and produce quality work.

Reliability – The trait of being dependable and trustworthy.

Management Skills – Ability to organize and direct oneself and effectively supervise others.

Environmental and Working Conditions:

Entire work time is conducted in an office setting.

Physical and Mental Requirements:

Must be able to understand and follow complex instructions.

 

Technical Call Center Representative

 

Job Description:
We are seeking an experienced technical support coordinator to work in our Phoenix 24×7 operation. In your role as a support coordinator, you will provide our customers with superior first line telephone/email support. You will assist customers with hardware and software-related issues, diagnose and resolve low-level technical issues and ensure coordination and follow-up as necessary by level 2 engineers.

Responsibilities include:

1. Providing initial response to incoming telephone, email, and system generated support requests.

2. Recording the customer’s description of the problem in a clear concise trouble ticket.

3. Determining the severity of customer problems.

4. Collects pertinent customer information and system logs prior to escalation.

5. Providing resolution, or directs trouble ticket to appropriate technical resource.

6. Providing interface between levels 1 & 2 technical support, field operations and third party customer support organizations.

7. Responding to all system generated hardware failures.

8. Determining whether a replacement part is required through the use of established troubleshooting techniques where possible.

9. Providing off hours support when requested, due to scheduling.

10. Mentoring less technically experienced members of the support coordination group, and actively seeks opportunities to share technical knowledge and/or to affect positive changes in current operating policies and procedures.

Qualifications:

• Strong reading, writing and oral communication skills are a must.

• Technically competent in Windows, UNIX or Linux.

• Must possess strong technical skills and ability to be effective in high pressure situations.

• Ability to apply basic hardware and software troubleshooting skills to customer problems.

• Able to continuously learn and develop new technical skills.

• Direct customer service experience highly desirable.

• College degree/experience is desirable.

• Ability to work autonomously

This opening will be for 3rd shift

 

Customer Service Supervisor – Phoenix Call Center-04634

Description

Advance your Customer Service career at Liberty Mutual – A Fortune 100 Company!

For the second consecutive year Liberty Mutual was certified by J.D. Power and Associates for "An Outstanding Customer Service Experience".  During the J.D. Power and Associates survey customers gave Liberty Mutual high scores for representatives’ courtesy, knowledge, concern, useful information, and overall service.

As a Customer Service Supervisor, you will supervise and motivate Customer Services Representatives and lead team activities to ensure timely, accurate, and responsive guidance is provided to policyholders on a variety of products, plans, and programs. You will exercise initiative and independent judgment while solving complex customer issues and ensure a high level of service is delivered to achieve exceptional customer satisfaction and promote the growth and retention of business.

Responsibilities:

• Responsible for day-to-day oversight of a team of Customer Service Representatives, allocate and monitor daily workflow.

• Responsible for the recruiting and hiring of Customer Service Representatives and monitoring of licensing and continuing education requirements to ensure timely fulfillment.

• Make recommendations on exceptional customer-focused candidates and provides feedback to Team Manager.

• Provide coaching to Customer Service Representatives on exceptional customer service skills and techniques

• Conduct Quality Control observations to monitor the quality of telephone service and desk workflow.  Report results and trends to Team Manager with recommendations on development at both the individual and team level.  Follow through on developing Service Representatives in areas identified during Quality Control observations.

• Evaluate staff performance by conducting side-by-side and remote observations, regular follow-up meetings with employees, and by providing on-going performance feedback.

• Recommend and/or initiate disciplinary, developmental, and personnel actions, i.e. promotions, transfers, salary increases, etc.

• Analyze data to understand, plan and implement interactive and appropriate coaching sessions for Customer Services Representatives and team.

• Encourage and promote initiative and risk taking of staff through coaching and monitoring sessions.

• Present group and individual coaching sessions for staff and co-workers based on identified present and future needs.

• Resolve complex policyholder concerns through appropriate levels within the call center.  Act as a liaison to other departments to facilitate the resolution of customer inquiries or complaints.

• Perform additional duties as assigned by manager or may participate on special projects as needed.

Qualifications:

• A Bachelor’s degree in a business related field or equivalent experience is required, plus a minimum of 2-3 years of directly related insurance work experience preferred.

• Must have strong knowledge of a variety of insurance products, plans, and programs, including heavy customer contact.

• Demonstrated written and oral communication skills and interpersonal skills are essential.

• Multi-state property and casualty licensing also required.

• Hours: 9:00  a.m – 5:00 p.m with rotational Saturday.

Benefits

We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following:

401K and Company paid pension plan

Medical coverage

Dental coverage

• Paid time-off

• Pay-for-Performance

• Discounts on automobile and homeowner’s insurance

• Discount fitness memberships

• Flexible spending accounts

• Tuition reimbursement

• Vision care coverage

• Work/Life resources

• Credit Union membership

• Employee and Dependent life insurance

• Disability insurance

• Long-term care insurance

Overview:

We believe strongly that commercial success can be achieved in a manner consistent with principles and ideals that bind us together as one company, that set us apart from our competitors, and that in the end will allow us to say we have succeeded commercially by doing the right thing the right way

We believe that the Company’s success is inextricably linked to our employees’ satisfaction and success: satisfaction that they work for an industry leader committed to improving safety, satisfaction that they work for a company that does the right thing, and satisfaction that the company will reward them for their contributions and provide opportunities for personal growth and success.

We believe our employees take pride in knowing that they help people live safer more secure lives everyday.

Job : Customer Service

Primary Location: US-AZ-Phoenix

Schedule: Full-time

Salary (Pay Basis) : 40,700-51,000

Education Level: Bachelor’s Degree (±16 years)

Shift: Day Job

Travel: No

Senior Business Systems Analyst – Service Desk

Company: Safeway Inc

Country: U.S.

State/Province: Arizona

City: Phoenix

Position Category: Information Technology

Requisition Number: ITEC4018

Job Description:
The Information Technology Department has an opening for a Senior Business Systems Analyst – Service Desk. This position is located in Phoenix, Arizona.
Primary Purpose:
To provide scheduling, forecasting, and data analysis for the Service Desk. Lead efforts in identifying problem trends, generating and implementing technology solutions across multiple sites to enhance productivity and customer satisfaction. Develop and present schedules, forecasts and other analytical reports to Sr. Management and Service Desk Management.
Education / experience required:
• High School Diploma or equivalent: Required
• 4 year degree in business or technology related field (Preferred)
• 3 – 5 years in Reporting / SQL related function required
• 2 – 3 years of Remedy 4.5 or higher
• 3 – 5 years of MS Access database development and report writing required.
Knowledge and Skills Required:
• Extensive knowledge of Service Desk (call center) operations
• Proficiency working with eWorkforce, Aspect, ACD, and Remedy tools
• Effectively communicate with management regarding issues and recommendations
• Have knowledge of Service Desk Metrics/Reports/Scheduling
• Have knowledge in Data mining, analysis, and report creation techniques
• Operational skills – Able to seek and obtain an understanding of the business processes – Must be able to measure current state and predict and measure impact of process and procedure
• Customer Service Skills – Able to work directly with the customer in a fashion where both parties gain an equal understanding and leave feeling good about the interaction.
• Dependability – Reliable and proven to complete tasks by the agreed upon timelines and to make sure the deliverable is as expected
• Flexibility – Flexible and available when the assignment / task requires it (supporting a 24×7x365 customer service organization)
• Adaptability – Adapt to ever changing business requirements, technologies and priorities – Ability to make decisions consistent with organizational goals with minimal supervision
• Written and Oral Communications Skills – Able to communicate both orally and in written form that is clear, concise – translating the output of data into layman’s terms that can be easily communicated to the customer
• Planning and Organizational Skills – Able to plan and manage multiple tasks so deliverables are within expectations – Able to convert strategic direction to action items
• Problem Solving – Able to logically and efficiently evaluate a wide range of problems and to come up with the best possible solution
• Technical Skills – Have a strong understanding and proven application in the following:
o Advanced skills in Aspect eWorkforce Management
o Advanced skills in Aspect System knowledge and ACD
o Advanced skills in Remedy 7.0
o Proficient in Microsoft Office Suite (Excel, Access, Word and PowerPoint – especially MS Excel)
o Experience in Microsoft Access Database and Reporting Function
Key Responsibilities:
• Reviewing and analyzing eWorkforce/Aspect/Remedy/ACD data in order to provide service desk reports for Management.
• Creating long term, interim and short term forecasts from a system and process perspective for the Service Desk.
• Defining short and long-term projections across multiple sites for contact types based on customer requirements, historical and future trends.
• Creating forecasts for use in developing schedules utilizing mechanized workforce management software. (eWorkforce)
• Maintaining and analyzing records of actual volumes compared to forecast and recommend changes to enhance productivity and customer satisfaction.
• Maintaining staffing and headcount records, and developing hiring plans for long and short range planning efforts.
• Providing analysis of FTE and position capacity for Service Desk staffing and long range strategic facility planning.
• Maintaining detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost effective labor utilization
• Utilizing a sophisticated workforce management software system
• Accurately tracking actual Customer output at the process and activity level as needed for productivity analysis and resource forecasting
• Utilizing practical problem solving methods to accurately define problems, generate alternatives and implement counter measures that permanently resolve scheduling and forecasting problems by addressing their root cause
• Consulting with management to update analyst records and plan schedule requirements
• Studying Service Desk work, vacation and absence records (shrinkage) for on-going historical trend analysis and forecasting purposes
• Responding to management requests to produce "what if" scenarios
• Analyzing data and making recommendations as to the most appropriate scenario to use in any given situation
• Advising management of observed workflow issues and/or trends
• Working on special workforce management-related projects
Periodic travel may be required for training and / or visits to clients and customers
Salary: Salary will be commensurate with experience and qualifications.
Respond to: Interested candidates are encouraged to submit a resume by visiting www.safeway.com/employment.

 

IT – Help Desk Manager

Phoenix, AZ QuestPro Consultants

View this recruiter’s profile and all available positions.

 

Career Field
Information Systems/Internet

Insurance Discipline
All

Relocation Assistance
Not Available

Job Duration
Full Time

Salary Offered
$70,000 – $85,000/ year

Position- IT – Help Desk Manager
Job Id (Use when Referring to Position): JS-8160214905
Job Type: FTP
Location: Phoenix AZ
Experience: 5 – 0
Compensation: $70,000.00 – $85,000.00
Job Description: Job Title: Help Desk Manager
Reports To: Assistant Vice President, Client Services
FLSA Status: Exempt
Department: Operations
Summary: Responsible for all aspects of call center management including but not limited to staffing and scheduling, maintaining and managing call center software and phone systems, establishing and adhering to call center metrics as required by customers, human resource issues related to the call center staff and verifying compliance with corporate guidelines by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned.
Ensures that call center staff is adhering to key performance indicators as established by management.*
Monitors telephone calls.*
Monitors schedule adherence for attendance, punctuality and staff time on telephones.*
Partners with account management and any other internal departments to ensure department expectations are being met.*
Establishes call center key performance indicators.*
Remains current on state compliance as it relates to helpdesk.*
Monitors call quality, accuracy, attention to detail and documentation for each help desk specialist.*
Oversees staffing and scheduling.*
Handles human resource issues with staff.*
Conducts/creates training programs for new hires.*
Completes ninety day, ongoing and annual reviews for all direct reports.*
Generates/distributes management information reports.
Provides floor support for escalated issues.
Provides floor support for real-time adherence to schedules.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
High school diploma or general education degree (GED); or six to eight years related experience and/or training; or equivalent combination of education and experience.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of word processing software; spreadsheet software and database software.
Special Skills:
Types 45 wpm
Supervisory Responsibilities:
Manages five subordinate supervisors who supervise a total of 50 employees in the Help Desk. Is responsible for the overall direction, coordination, and evaluation of these units. Also directly supervises 10 non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; a

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Please Reference NIRA# JS-8160214905 /GIR39133
QuestPro Consultants
Kevin Burch
17300 Preston Rd. Suite 350
Dallas, TX 75252
(972)960-1305
(972)960-1357 — fax
kburch@questpro.com
http://www.questpro.com

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