Customer Service Representative

Location- Worcester, MA | Howell, MI (Hybrid)<br />Employment Type:<br /><br />Temp-to-Hire<br />Duration:<br /><br />6 Months, with potential conversion to permanent<br />Schedule:<br />Training:<br /><br />Monday-Friday, 8:30 AM-5:00 PM for the first 2-4 weeks<br />After Training:<br /><br />Monday-Friday, either 9:30 AM-6:00 PM or 10:30 AM-7:00 PM<br />Position Overview:<br /><br />The Service Representative will join the<br /><br />Commercial Lines Customer Service Center<br /><br />and provide timely, high-quality service to<br /><br />insurance agents, commercial policyholders, vendors, and internal partners<br /><br />primarily through phone and email.<br />The role will involve handling customer inquiries, processing<br /><br />Certificates of Insurance (COIs)<br /><br />and ID card requests, managing email requests, making outbound calls, and supporting various commercial insurance policy servicing activities.<br />Key Responsibilities:<br /><br />Respond to customer requests received through phone, email, and other communication channels.<br />Handle inbound and outbound calls from:<br />Commercial policyholders<br />Insurance agents<br />Internal teams and peers<br />Monitor and index multiple<br /><br />CSC Outlook mailboxes .<br />Make outbound calls related to:<br />New Business<br />Renewals<br />Customer Satisfaction<br />Process a high volume of<br /><br />Certificate of Insurance (COI)<br /><br />requests.<br />Complete Certificate of Insurance and ID card requests within established service-level expectations.<br />Handle<br /><br />First Party Collections<br /><br />calls and email requests as needed.<br />Follow up on<br /><br />Returned Mail<br /><br />calls and email requests.<br />Provide accurate, professional, and timely customer service.<br />Answer telephone inquiries related to commercial insurance policies and certificate requests.<br />Meet established<br /><br />productivity goals<br /><br />after the initial acclimation/training period.<br />Maintain a minimum<br /><br />94% schedule adherence , including:<br />Start/end of shifts<br />Lunch periods<br />Scheduled breaks<br />Maintain quality and accuracy across customer interactions and policy servicing activities.<br />Participate in monthly quality reviews for recorded calls and certificate processing.<br />Key Performance Measures:<br /><br />Success in this role will be measured based on:<br />Customer Service<br />Quality<br />Productivity<br />Schedule Adherence<br />Required Qualifications:<br /><br />2+ years of customer service experience<br /><br />or related experience preferred.<br />Strong verbal and written communication skills.<br />Excellent active listening and interpersonal skills.<br />Ability to communicate effectively with different audiences.<br />Strong attention to detail and accuracy.<br />Ability to work effectively in a<br /><br />team-oriented environment .<br />Ability to work in a fast-paced, high-volume environment.<br />Comfortable using computers and standard office applications.<br />Ability to learn and navigate proprietary software and online resources.<br />Preferred Qualifications:<br /><br />College degree preferred but not required.<br />Experience in<br /><br />Commercial Lines insurance .<br />Knowledge of<br /><br />Commercial Rating .<br />Experience with<br /><br />Agency Customer Service .<br />Previous experience handling insurance policy servicing requests.<br />Experience processing<br /><br />Certificates of Insurance (COIs) .<br />Technical/Systems Requirements:<br /><br />Proficiency using a personal computer and standard office equipment.<br />Ability to learn and operate proprietary insurance systems.<br />Ability to navigate online resources and multiple communication platforms.<br />Experience working with email-based customer service processes is preferred.<br />Work Environment &amp; Physical Requirements:<br /><br />Ability to work in a fast-paced customer service environment.<br />Ability to sit and/or stand for extended periods, approximately 75-90% of the workday.<br />Ability to manage a structured schedule and maintain high schedule adherence.<br />Ability to work collaboratively within a dynamic team environment.<br />At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. The pay rate for this position is $21.50/hr.<br /><br />#J-18808-Ljbffr