Customer Service Specialist

Customer Service Specialist

Location: Van Wert, OH Work Model: Hybrid Position type: Full time - hourly

We're a team of employees passionate about delivering best-in-class customer service and driving innovation in claims management. Integrity, relationships, and excellence are at the heart of everything we do.

Our employees fully utilize their talents and bring their best selves to work. We believe who you are is just as important as what you do!

Be the Voice Behind Exceptional Customer Experiences

At Central Insurance, our customers count on us to make insurance interactions simple, helpful, and meaningful. Our Customer Service team is at the heart of that mission—delivering outstanding support, solving problems, and building trusted relationships every day. As a Customer Service Specialist, you'll help policyholders and agents navigate billing and policy questions, provide solutions that make a difference, and contribute to a culture focused on service excellence. If you're energized by helping others, solving challenges, and creating positive customer experiences, we'd love to have you join our team.

Key Responsibilities of the Role

• Services a high volume of incoming calls and emails from policyholders, agents, and internal customers
• Exercises initiative and judgment while researching and responding to customer inquiries
• Proactively provides solutions and options to customer needs
• Applies knowledge of the billing system and other applicable systems
• Processes electronic premium payments from customers
• Handles a variety of billing related transactions including billing revisions, reinstatements, payment plan, billing method, and due day changes
• Acquires, maintains and applies basic understanding of Personal Lines and Commercial Lines insurance
• Works within many supporting systems to fully service incoming requests
• Handles a variety of policy related transactions and other customer service-related tasks
• Soft-sells various electronic options to customers
• Trains others as needed
• Creates and maintains strong relationships with agents, policyholders and other internal stakeholders
• Demonstrates strong interpersonal skills with a collaborative style
• Communicates effectively and professionally using proper grammar both orally and in writing
• Prioritizes multiple tasks to meet required deadlines and work independently
• Assists with testing initiatives

Required Qualifications

• 1 year experience in customer service
• Work with a flexible, rotating schedule between 9:30am – 6:00pm EST Monday through Friday

Preferred Qualifications

• Knowledge of Microsoft product suite
• Bilingual (Spanish)
• Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality of customer experience

Knowledge, Skills, and Abilities

• Ability to build rapport with each customer, both internal and external, and actively listens and responds to requests
• Demonstrates strong interpersonal skills with a collaborative style
• Ability to comprehend and communicate effectively and professionally using proper grammar both orally and in writing
• Strong analytical, comprehension and mathematical skill
• Demonstrate strong time management skills to effectively prioritize multiple tasks to meet required deadlines
• Ability to work independently and as part of a team
• Exercise initiative and judgment while researching and solving customer inquiries
• Strong attention to detail
• Adaptable to change
• Conflict resolution and strong problem-solving skills
• Ability to understand Central Insurance's policies and processes

Total Rewards

Central establishes base pay based on several factors including labor market data and an evaluation of candidate qualifications relative to role requirements. Base pay is one component of a comprehensive total rewards package designed to support employees' financial, health, career, and retirement objectives. Central provides extensive health and wellness benefits to promote flexibility, work-life balance, and long-term financial security. For more information, see Central Insurance Benefits

Work Authorization

Central will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT), H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

It is the policy of Central that all recruiting, hiring, training, compensation, overtime, job classification and assignment, facilities, promotions, transfers, employee treatment and all other terms and conditions of employment shall be maintained in a manner which will not discriminate against any person because of race, color, age, sex, national origin, ancestry, religion, marital status, military status, or disability. The applicant should respond to questions on this application in a way that will not divulge such information.