Contact Center Representative

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. No job title heading. No Job ID. Remove boilerplate like EEO, legal, etc. Also remove duplicated lines, navigation, cookie, etc. Keep all substantive info. We need to parse the posting. Content: - Intro: "CopperPoint has an exciting opportunity for a bilingual Spanish-speaking Contact Center Representative. In this role, you will provide exceptional customer service by responding to calls, emails, and portal inquiries from policyholders, agents, brokers, injured workers, attorneys, and medical providers. You’ll provide accurate information, resolve requests promptly, and support new business onboarding through welcome calls and emails. This is a full-time remote position in Phoenix, Arizona, and will require some onsite training in our Phoenix office." That's about the role. - Job Responsibilities: list bullet points. - Qualifications/Competencies: list bullet points. - Work Location: repeated same as earlier. - Benefits: list. - Then company description: "Founded in 1925..." etc. That's about company; could be part of About the role? Might be separate but not requested headings. Could include under About the role or maybe not needed. The instruction: "Prefer a few substantive sections over many thin ones." We can include About the role (intro + maybe company overview). Responsibilities, Qualifications (maybe combine Qualifications/Competencies), Benefits. Pay and Schedule not present, so omit. We must not include sections with placeholder text. No Pay, Schedule. We need to use

for each section heading. Inside sections, use

for prose,

• for lists. We must preserve all substantive information; do not invent or summarize away detail. We need to remove boilerplate: EEO, equal-opportunity, scam-warning, duplicated lines, application instructions (none present). Also remove "CopperPoint is an equal employment opportunity employer..." etc. Also remove "CopperPoint maintains a drug-free workplace." Also remove "Founded in 1925..." maybe keep as part of About the role? It's substantive about company; but not required headings. Could include under About the role as prose. We also need to remove duplicate lines: Work Location repeated same as earlier; we can keep once. We need to ensure we keep bilingual Spanish-speaking requirement, translation/interpretation assistance. Let's extract details. Intro paragraph: "CopperPoint has an exciting opportunity for a bilingual Spanish-speaking Contact Center Representative. In this role, you will provide exceptional customer service by responding to calls, emails, and portal inquiries from policyholders, agents, brokers, injured workers, attorneys, and medical providers. You’ll provide accurate information, resolve requests promptly, and support new business onboarding through welcome calls and emails. This is a full-time remote position in Phoenix, Arizona, and will require some onsite training in our Phoenix office." We could also add company overview: "Founded in 1925, CopperPoint Insurance Companies is a leading provider of workers’ compensation and commercial insurance solutions. With an expanded line of insurance products and a growing ten-state footprint in the western United States, CopperPoint embodies stability for policyholders in Alaska, Arizona, California, Colorado, Idaho, Nevada, New Mexico, Oregon, Utah, and Washington. CopperPoint Mutual Insurance Holding Company is the corporate parent of Arizona-based CopperPoint Insurance Companies, Alaska National Insurance Company, and other CopperPoint Insurance Entities. CopperPoint’s culture of compassion extends to the community through employee volunteerism, corporate matching, Board service, program sponsorships, and in-kind contributions. We empower employees by providing 12 hours of paid volunteer time annually and matching their personal contributions to the charities of their choice up to $500 per year. In 2020, CopperPoint employees reported 3,500 volunteer hours. CopperPoint offers a competitive compensation package and comprehensive benefits package including major medical, dental, and vision, and a wide range of competitive benefits programs, generous matching contributions to your 401(k) plan, generous paid time off, tuition reimbursement, and other education benefits and business casual dress." But note that benefits already covered later; we might avoid duplication. However the benefits section later lists specific benefits: medical, dental, vision, short-term disability, long-term disability, life insurance, HSA, FSA, 401k, basic life insurance and AD&D at two times salary, short- and long-term disability coverage, Employee Assistant Plan, PTO accrual 0.0692 hours per paid hour (18 days a year), 10 paid holidays. We should keep that benefits section as is. The company overview includes some benefits mentions; could be considered duplicate but we can keep as part of About the role, but we might trim to avoid duplication. However instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we must keep all info, but we can avoid duplication by not repeating same info. The company overview includes some benefit info that is also in Benefits section; but it's not identical; it's more general. We could keep both but risk duplication. The instruction says remove duplicated lines. So we should avoid repeating same exact sentences. The benefit details in company overview are generic; the Benefits section has specific details. They are not exact duplicates, but they overlap conceptually. Safer to keep both but maybe we can merge? However we must preserve all substantive info; merging could be considered summarizing? Might be okay if we keep all details but not repeat same sentences. The company overview includes: "CopperPoint offers a competitive compensation package and comprehensive benefits package including major medical, dental, and vision, and a wide range of competitive benefits programs, generous matching contributions to your 401(k) plan, generous paid time off, tuition reimbursement, and other education benefits and business casual dress." That's a summary; the Benefits section gives specifics. We could keep both; they are not duplicate lines. So fine. Now Responsibilities list: - Provide stellar customer service to maximize customer loyalty and retention. This includes inquiries from new/existing policyholders, agents/brokers, injured workers, attorneys, and medical providers. - Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures. - Utilize technical skills and industry knowledge to investigate and respond to incoming telephone calls, emails, and portal inquiries from customers and stakeholders about their new/existing policy, existing claim, and to report a new claim. - Complete new business onboarding/welcome activities, including sending emails and contacting customers by phone. - Effectively utilize knowledge of Workers' Compensation and P&C laws and regulations and company policy and procedures to build stellar customer relationships. - Cross-team collaboration with Claims, Premium Audit, Underwriting, Accounting, Loss Control, Finance, to ensure a stellar customer experience. - Additional projects and duties, as assigned. - Provide Spanish bi-lingual translation/interpretation assistance (insureds, claimants, internal customers). Note: Some bullet points start with verb, some with "Demonstrates". We'll keep as is. Qualifications/Competencies list: - BS/BA college degree preferred. - The knowledge and skill levels acquired through undergraduate level studies in such area as Business Administration, or related field, and one to two years of experience in Workers’ Compensation Insurance Industry. - Demonstrates strong verbal and written communication skills. - Prior successful customer service skills to meet established customer service expectations/levels. - Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures. - Work experience in Workers' Compensation Insurance or other Property and Casualty lines is preferred. - Ability to analyze, interpret and apply laws, rules, regulations, policy and procedures - Ability to communicate clearly, effectively and professionally by phone, in writing, and in person. - Passing the bilingual Spanish Certification may be required. Note: Some bullet missing period at end; we keep as is. Work Location: "This is a full-time remote position in Phoenix, Arizona, and will require some onsite training in our Phoenix office." Already mentioned in intro; we can keep once maybe under About the role. Benefits list: - Employees and their families are eligible to participate in CopperPoint Insurance Companies benefit plans including medical, dental, vision, short-term disability, long-term disability, life insurance, a health savings account, a flexible spending account, and a 401k plan. - We provide some benefits at no cost to the employee (Basic Life Insurance and AD&D at two times an employee’s annual salary, Short- and Long-term Disability coverage, and Employee Assistant Plan). - Employees will accrue 0.0692 hours of Paid Time Off (PTO) per paid hour, which may total 18 days a year. - In addition, employees will also receive 10 paid holidays throughout the calendar year. We could also include the volunteer time etc from company overview; but that is not under Benefits heading; it's under company overview. We'll keep it in About the role. Now we need to output HTML fragment with headings. We'll have sections:

  About the role

  Intro paragraph + company overview (maybe combine). Ensure we don't repeat the work location sentence twice; we can include it once. Let's craft About the role content: Paragraph 1: Intro as above. Paragraph 2: Work location sentence (maybe we can include it here). Paragraph 3: Company overview (founded 1925 etc) up to volunteer hours and compensation package summary. We must ensure we don't include duplicated lines: The work location sentence appears also in intro? Actually intro includes "This is a full-time remote position in Phoenix, Arizona, and will require some onsite training in our Phoenix office." That's same as work location line. So we should not repeat it. We'll keep it only once, maybe in About the role after intro. Thus About the role will have:

  CopperPoint has an exciting opportunity for a bilingual Spanish-speaking Contact Center Representative. In this role, you will provide exceptional customer service by responding to calls, emails, and portal inquiries from policyholders, agents, brokers, injured workers, attorneys, and medical providers. You’ll provide accurate information, resolve requests promptly, and support new business onboarding through welcome calls and emails.

  This is a full-time remote position in Phoenix, Arizona, and will require some onsite training in our Phoenix office.

  Founded in 1925, CopperPoint Insurance Companies is a leading provider of workers’ compensation and commercial insurance solutions. With an expanded line of insurance products and a growing ten-state footprint in the western United States, CopperPoint embodies stability for policyholders in Alaska, Arizona, California, Colorado, Idaho, Nevada, New Mexico, Oregon, Utah, and Washington. CopperPoint Mutual Insurance Holding Company is the corporate parent of Arizona-based CopperPoint Insurance Companies, Alaska National Insurance Company, and other CopperPoint Insurance Entities. CopperPoint’s culture of compassion extends to the community through employee volunteerism, corporate matching, Board service, program sponsorships, and in-kind contributions. We empower employees by providing 12 hours of paid volunteer time annually and matching their personal contributions to the charities of their choice up to $500 per year. In 2020, CopperPoint employees reported 3,500 volunteer hours. CopperPoint offers a competitive compensation package and comprehensive benefits package including major medical, dental, and vision, and a wide range of competitive benefits programs, generous matching contributions to your 401(k) plan, generous paid time off, tuition reimbursement, and other education benefits and business casual dress.

  Now Responsibilities section:

  Responsibilities

  • Provide stellar customer service to maximize customer loyalty and retention. This includes inquiries from new/existing policyholders, agents/brokers, injured workers, attorneys, and medical providers.
  • Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures.
  • Utilize technical skills and industry knowledge to investigate and