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We are actively hiringmultiple Service Representatives to join the Commercial Lines Customer ServiceCenter team on a temp to hire basis, located inWorcester, MA. We offer a collaborative environment that fosters development and growth.
What's in it For You?
• Career Development: Six-month temp to hireemployment offering comprehensive job training and continued mentorshipongoing. Expectation is that total compensation increases upon successfullymeeting requirements for permanent employment.
• Compensation: $20.00/hour; averaging 38.75 hoursper week
• Flexible Hybrid Schedule: Monday – Friday8:30am-5:00pm (during training for the first 2-4 weeks); Monday – Friday9:30am-6:00pm OR 10:30am-7:00pm (after training, 3 days onsite and 2 daysremote Hybrid)
Position Overview/Summary:
As a Service Representative in the CommercialLines team, you will be responsible for managing customer contact and forproviding timely, quality service to Agents, commercial policy holders, andvendors primarily by phone and email. This includes handling incoming/outboundphone calls, issuing certificates of insurance, and other policy servicingitems.
Responsibilities/Essential Functions:
• Respond to customer requests from a variety ofsources and handle calls & email from policyholders, agents, peers orothers.
• This team primarily handles indexing several CSCOutlook mailboxes, makes outbound callouts for New Business, Renewal andCustomer Satisfaction calls, and completes a large volume of Certificate ofInsurance Requests.
• Other areas of focus could include, First PartyCollections calls/emails, Returned Mail calls/email requests and incoming Voiceemails.
• Provide timely, quality service to Agents,commercial policy holders, and vendors.
• May answers telephone inquiries from Commerciallines policy owners and Agents for certificate requests.
• Completes certificate of insurance and ID cardrequests within service level expectations.
• After an acclimation period, ServiceRepresentatives are expected to meet a productivity goal. This goal variesbased on focus.
• In order to provide coverage for incoming callsand email volumes, scheduling of shifts is very structured. Team members areexpected to meet a 94% adherence goal. Adherence is a goal based on following adaily schedule, which includes start and ending shifts on time, scheduledlunches and breaks, etc.
• All our calls are recorded for Quality purposes,Call and Certificate Quality is reviewed monthly.
Key Measures of Success:
• Service
• Quality
• Productivity
Education and Experience:
• College degree preferred but not required.
• Typically have 2 or more years of relatedexperience in the areas of Customer Service. Preferred working knowledge ofCommercial Rating and Agency Customer Service.
• Proficiency in operating and interpretingproprietary software programs. Possesses the knowledge to access all applicableon-line resources.
• Demonstrated strong written and oralcommunication skills including active listening skills with an ability totailor the content to the specific audience.
• Demonstrated professional telephone etiquette.
• Demonstrated ability to work well within a teamenvironment.
Physical Demands & Work Environment:
• Ability to use a personal computer and otherstandard 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 teamworkenvironment.
Learn more about this Employer on their Career Site
