Customer Service Representative

About Us

The Philadelphia Contributionship is the oldest successful property and casualty insurance company in the United States, having been founded by Ben Franklin in 1752. We write homeowners insurance in Pennsylvania, New Jersey, Delaware, Maryland, and Virginia. We have an A- (Excellent) rating from A.M. Best and have been consistently recognized as one of the Top Workplaces in the Philadelphia area. Our office is located in the Old City section of Philadelphia, just steps from Independence Hall.

Position Summary

As a Customer Care Associate, you’ll be at the heart of our customer experience, helping policyholders, agents, and mortgage companies by providing clear, timely, and friendly support. Your role will be to address inquiries, resolve issues, and offer insights on our insurance products. You’ll have the opportunity to create a positive, lasting impact on our customers by providing superior service and problem-solving solutions, all while adhering to the highest standards of professionalism.

Essential Functions

• Communicate with policyholders, agency personnel, and mortgage companies via phone, chat sessions, and email to provide information, answer questions, and ensure satisfaction.
• Research, analyze, and respond to policy inquiries and issues, ensuring prompt and accurate resolution. Provide solutions in a clear and friendly manner that meets or exceeds customer expectations.
• Maintain and exceed service standards for response times and quality, consistently meeting departmental goals for customer satisfaction and timeliness.
• Be a customer advocate by listening actively, diffusing conflict, and turning potentially negative experiences into positive resolutions that leave customers feeling valued.
• Continuously assess customer needs and deliver solutions that enhance customer satisfaction. Ensure that all customer interactions are aligned with company values of service excellence and respect.
• Accurately input and maintain up-to-date records, ensuring data is correctly captured and accessible.
• Collect customer feedback to identify areas of improvement in the customer experience, working with teams to enhance service quality and overall satisfaction.

Minimum Education and Experience

• College degree or equivalent work experience with 1-3 years’ experience in the insurance industry preferred. Prior experience in personal lines insurance, particularly homeowners’ insurance, is preferred. Superior customer service skills, with a proven track record of exceeding customer expectations. Excellent verbal and written communication skills, with the ability to engage customers in a professional, approachable manner. Strong ability to resolve issues in a way that enhances the customer experience. Ability to handle multiple tasks and priorities effectively, without compromising on service quality. Comfortable using computers, with the ability to learn new systems and applications as needed.

Minimum Knowledge, Skills and Abilities

• Superior customer service skills – knowledge, soft skills and ability to explain complicated concepts. Strong written and verbal communication skills. Ability to assess situations and deploy tactics to enhance Customer Experience. Working knowledge of Microsoft Office software. Able to work independently to implement corporate strategies and achieve agency goals.

Working Environment

• Usual office working conditions with a hybrid schedule.
• Large portion of the workday is spent on the phone.
• Significant keyboard/screen time.

This job description outlines the primary duties of the role but is not intended to limit or restrict additional responsibilities that may be assigned.