Customer Service Rep

Berkley • Scottsdale, AZ

2d • Hybrid

About The Position

Berkley One is seeking a highly motivated and service-oriented Customer Service Representative to join our Contact Center team. This role is responsible for delivering a best-in-class service experience to both our high-net-worth customers and broker partners, while supporting business growth and operational excellence. The ideal candidate will bring a strong background in multi-channel customer service and a demonstrated ability to manage complex inquiries with professionalism, accuracy, and efficiency. We'll trust you to serve as a primary point of contact for customers and agents, handling a variety of policy servicing and support activities. You'll play a critical role in ensuring seamless interactions across phone, chat, and email channels, while maintaining the highest standards of service delivery. This role offers an excellent entry point into the insurance industry, with significant opportunities for career growth and advancement within Berkley One. 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 – 8:00 PM Eastern from Monday – Friday. Shifts vary based on customer needs and will fall within the hours outlined above.

Requirements

• High school education or equivalent required
• 2+ years experience delivering high-quality customer service in a fast-paced call center environment
• Excellent written and verbal communication skills across multiple channels (phone, chat, email)
• Strong problem-solving, and interpersonal skills
• Demonstrated ability to manage competing priorities and meet deadlines in a fast-paced environment
• Proficiency with technology and ability to quickly learn new systems and platforms
• Commitment to teamwork, continuous improvement, and operational excellence
• Proficiency with technology and Microsoft Office required

Responsibilities

• Deliver timely, accurate, and high-quality service to customers and broker partners across multiple communication channels
• Manage inbound inquiries and service requests with a focus on professionalism, responsiveness, and resolution
• Process policy transactions including quotes, endorsements, cancellations, and payment activities with a high degree of accuracy
• Maintain detailed and compliant documentation of all customer and agent interactions
• Verify identities in accordance with regulatory and security protocols
• Serve as a key resource for agents, providing guidance on policy inquiries and supporting quote-to-bind activities
• Provide technical assistance and training related to internal systems, including policy administration, billing, and claims platforms
• Demonstrate empathy and professionalism when supporting customers through sensitive situations, including first notice of loss
• Proactively manage follow-ups and ensure timely completion of open service items
• Collaborate with internal stakeholders to resolve complex issues and escalate as appropriate
• Consistently achieve performance metrics related to productivity, quality, and service standards
• Contribute to continuous improvement efforts, including process optimization initiatives and innovation programs
• Support a culture of service excellence aligned with Berkley One’s brand and values

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
• Health, Dental, Vision, Life, Disability, Wellness, Paid Time Off, 401(k) and Profit-Sharing plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED