Description We are looking for a Small Business Help Desk Representative to join our client's team in Phoenix, Arizona. The Help Desk Representative will support the Small Business Insurance Help Desk Team by providing first-level technical support and customer service to both internal and external clients. This role requires effective communication, technical troubleshooting, and the ability to resolve a wide range of inquiries in a professional and timely manner. The ideal candidate will thrive in a fast-paced, team-oriented environment and demonstrate a strong commitment to customer satisfaction. Key Responsibilities: + Provide timely support for inbound customer inquiries via phone in an automated call delivery system. + Manage multiple customer interactions across calls and emails, ensuring responses within 12 business hours. + Own and resolve internal and external customer inquiries and complaints, meeting First-Level Resolution (FLR) standards. + Coordinate with internal business partners to ensure complete resolution of complex issues. + Navigate multiple systems and applications to research and resolve issues accurately. + Collaborate effectively within a team, demonstrating strong interpersonal and communication skills. + Maintain basic knowledge of Small Commercial insurance principles and company products. + Adhere to corporate policies, SOX regulations, and internal procedures while achieving quality and performance benchmarks. + Understand and apply underwriting guidelines when assisting customers. + Support other teams and processes as needed based on shifting business priorities. + Complete additional assignments and duties as assigned. + Consistently meet or exceed performance standards in a fast-paced environment. Requirements Required Skills: + Strong verbal and written communication skills with a focus on customer service. + Ability to handle diverse customer needs and resolve issues efficiently. + Experience in a call center or customer service environment preferred. + Strong organizational skills with the ability to multi-task and prioritize. + Analytical and critical thinking skills to identify and triage technical issues. + Ability to work independently while maintaining team collaboration. + High attention to detail with accurate data entry and tracking capabilities. + Proficiency in Microsoft Word and Excel. + Familiarity with ServiceNow (preferred). + Flexibility to accommodate schedule changes and overtime as needed. Qualifications: + College education preferred but not required; equivalent work experience will be considered. + Experience with Commercial or Small Business Insurance is a plus. + Prior remote work experience including troubleshooting VPN and desktop setup preferred. + Willingness to learn product and underwriting guidelines for Small Business Insurance. + General computer proficiency and ability to troubleshoot technical issues effectively. TalentMatch® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .