Service Representative

Tek Wissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

• As a Service Representative in the Commercial Lines team, you will be responsible for managing customer contact
• And for providing timely, quality service to Agents, commercial policy holders, and vendors primarily byphone and email.
• This includes handling incoming/outbound phone calls, issuing certificates of insurance, and other policy servicing items.

• Respond to customer requests from a variety of sources and handle calls & email from policyholders,agents, peers, or others.
• This team primarily handles indexing several CSC Outlook mailboxes, makes outbound callouts for New Business, Renewal and Customer Satisfaction calls, and completes a large volume of Certificate of Insurance Requests.
• Other areas of focus could include
• First Party Collections calls/emails, Returned Mail calls/email requests and incoming Voice emails.
• Provide timely, quality service to Agents, commercial policy holders, and vendors.
• May answers telephone inquiries from Commercial lines policy owners and Agents for certificate requests.
• Completes certificate of insurance and  requests within service level expectations.
• After an acclimation period, Service Representatives are expected to meet a Productivity goal.
• This goal varies based on focus.
• In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured.
• Team members are expected to meet a 94% adherence goal.
• Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches, and breaks, etc.
• All our calls are recorded for Quality purposes, Call and Certificate Quality is reviewed monthly.

• Service
• Quality
• Productivity

• College degree preferred but not required.
• Typically have 2 or more years of related experience in the areas of Customer Service.
• Preferred working knowledge of Commercial Rating and Agency Customer Service.
• Proficiency in operating and interpreting proprietary software programs. Possesses the knowledge to access all applicable on-line resources.
• Demonstrated strong written and oral communication skills including active listening skills with an ability to tailor the content to the specific audience.
• Demonstrated ability to work well within a team environment.
• Physical Demands & Work Environment:
• Ability to use a personal computer and other standard office equipment.
• Ability to work in a fast-paced environment.
• Ability to sit and/or stand for extended periods (75%-90%).
• Able to perform in a dynamic teamwork environment.

Tek Wissen Group is an equal opportunity employer supporting workforce diversity.

Tek Wissen is an emerging global human capital, recruitment and IT services organization. Operating since 2009, we draw upon more than a decade of staffing experience to deliver critical talent acquisition solutions and IT engagements for our clients. We re founded on a culture that is passionate about delivering tailored solutions, that create lasting partnerships.

Our global footprint covers six countries:
United States, Canada, Australia, India, United Kingdom and the Philippines. This allows us to work in close partnership with organizations and manage everything from global talent needs with demanding resourcing strategies, to single sites with lower recruitment volumes.

Tek Wissen is an equal opportunity employer supporting workforce diversity.

Tek Wissen is an equal opportunity employer supporting workplace diversity.