Customer Service Representative

Job Description

Job Description

Title: Service Representative

Work Location: Worcester, MA 01653

Work Type: Hybrid (2-3 days per week remote)

Duration: 6 Months

Shift Timings: Mon - Fri (8:30am-5:00pm)

Job Summary:

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

Responsibilities/Essential Functions:

• 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 policyholders, and vendors.
• May answer telephone inquiries from Commercial lines policy owners and Agents for certificate requests.
• Completes certificate of insurance and ID card 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, shift scheduling 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.

Education and Experience:

• College degree preferred but not required.
• Typically have 2 or more years of related experience in 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 professional telephone etiquette.
• 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.