Customer Service Rep

Solutions Support Specialist

As a Solutions Support Specialist, your primary objective is to deliver all that is great about Berkley One and to help our agents place business with us. Ideal candidates will have experience working as part of a successful customer solutions team that delivers world class service across multiple channels and are energized about helping others drive market growth within an organization. You'll communicate with agents and customers via phone, chat and email to quote/issue/endorse/cancel policies and accept payments. We'll trust you to deliver service excellence; manage assignments daily; submit optimization ideas for process improvement and participate in innovation challenges.

This role will be based in our Phoenix, AZ office. We offer a hybrid work schedule with 4 days in the office; and 1 day remote where it makes sense to do so. The hours of operation are 8:00 AM 7:00 PM EST Monday Friday. Shifts vary based on customer needs and will fall within the hours outlined above.

What you can expect:

• Culture of innovation, teamwork, supportive colleagues and leaders willing to invest in talent
• Internal mobility opportunities
• Visibility to senior leaders and partnership with cross functional teams
• Opportunity to impact change
• Benefits competitive compensation, paid time off, comprehensive wellness benefits and programs, employer funded health savings account, profit sharing, 401k, paid parental leave, employee stock purchase plan, tuition assistance and professional continuing education

We'll count on you to:

• Deliver exceptional service to HNW customers and broker partners via phone, chat, and email.
• Handle inbound calls and service requests with professionalism, empathy, and urgency.
• Process policy transactions including quotes, endorsements, cancellations, and payments with precision. Ensure all interactions are documented accurately and thoroughly in the system of record. Verify caller and chat identity in compliance with security and regulatory standards. Set clear, appropriate expectations during every customer and agent interaction.
• Follow up proactively on open items and promise to ensure timely resolution.
• Provide empathetic support during first notice of loss and other sensitive situations.
• Act as the primary contact for agents, resolving policy inquiries and assisting with quote-to-bind processes.
• Offer technical support and live system training to agents navigating platforms like PAS, billing, and claims.
• Manage daily task assignments and ensure timely, compliant processing of service requests.
• Collaborate with peers and leadership to resolve complex issues and escalate when necessary.
• Meet or exceed production and quality metrics, consistently delivering service excellence.
• Contribute to process improvements by submitting Optimizations and participating in Innovation Challenges.
• Uphold service culture standards and behaviors that reflect the brand's commitment to excellence.
• Other work as assigned.

Qualifications

• High school education or equivalent required
• Minimum two years work experience in a customer solutions or service role ideally in a high-volume, relationship focused service industry or customer support environment preferred
• Incredible empathy and understanding of the needs of our insureds and their agents alike. You will be a proactive and conscientious advocate for Berkley One customers and are passionate about their experience
• Exceptional verbal and written communication skills. Your communication style is flexible to the situation. You communicate clearly and with a purpose
• Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks. You are comfortable challenging norms while working collaboratively with colleagues at all levels of the organization
• You have a strong sense of accountability, fun and adventure
• Natural curiosity. You love learning how things work, and you are always looking for areas to improve
• Proficiency with technology and Microsoft Office required

Additional Company Details

We do not accept any unsolicited resumes from external recruiting agencies or firms. The company offers a competitive compensation plan and robust benefits package for full time regular employees which for this role include: Base Salary Range: $48,000 - $52,000 Eligible to participate in annual discretionary bonus. Benefits: Health, Dental, Vision, Life, Disability, Wellness, Paid Time Off, 401(k) and Profit-Sharing plans. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

Sponsorship Details

Sponsorship not Offered for this Role