Sales Support Representative - Bilingual
This is your opportunity to join AXIS Capital – a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.
At AXIS, we believe that we are only as strong as our people. We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves. This means that we bring our whole selves to work.
All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin or ancestry, citizenship, physical or mental disability, age, marital status, civil union status, family or parental status, or any other characteristic protected by law. Accommodation is available upon request for candidates taking part in the selection process.
The primary responsibility of the bilingual Customer Service Representative is to manage membership including new and renewal Open Enrollments as well as additions/changes/terminations throughout the year. The representative is also responsible for initiating and coordinating the essential functions required in the effective implementation of administration policies and procedures for all groups assigned to them while providing efficient, professional, and courteous service to clients.
*AXIS is a hybrid work environment. Candidates should be able to work from the Phoenix office location as requested.
Key Duties & Responsibilities
Participate in and assist sales representatives during Open Enrollment of new and renewal accounts
Process all additions, changes and terminations of members on each group on a daily basis
Answer and process inbound enrollment phone calls during Open Enrollment
Monitor renewal list and initiate the renewal process
Manage all current accounts for clients as assigned by a sales representative
Receive, investigate and respond to all customer inquiries and complaints, including talking with members by phone, e-mail, and chat line
Handle frustrated customers in a professional manner
Work as an active member of the department and maintain strong staff relationships at all times
Communicate with other company employees to provide continuity, uniform procedures and agency-wide communications
Handle all customer relations and support services for these accounts; work with the sales representative to enhance client development, service, and quality of these clients
Update existing databases with changes and the status of each customer/prospective customer
Arrange for the dispatch of products, information packets, brochures etc. to clients and other interested parties.
Work with brokers and clients fulfilling requests while sales representatives/management are out-of-the-office traveling or on vacation
Prepare policy cancellation notices for approval
Assist the sales representatives and management on other projects and initiatives as assigned.
College degree preferred, but not required
Must be Bilingual (Spanish/English)
Prior call center experience a plus
Other Desired Skills & Characteristics
Displays initiative and ability to work independently
Excellent communication/interpersonal skills
Proficiency in Microsoft Office suite applications (Outlook, Word, Excel, and PowerPoint)
Strong attention to detail and accuracy
Ability to work in fast-paced environment