Customer Service Representative
About The Position
As a Customer Service Representative at Concord Insurance Group, you will provide exceptional service to agency partners and policyholders by developing and maintaining deep knowledge of the company's products, systems, and services to effectively respond to daily inquiries and communications. This critical role serves as a mentor to junior team members and maintains broad visibility across the company to develop and deliver top-quality service standards. Success in this role offers extensive career path opportunities throughout the organization. The Concord Group, a member of The Auto Owners Group of Companies, is a leading regional provider of property and casualty insurance, protecting families and small businesses across New England. Rated A+ (Superior) by AM Best, the company is represented by more than 550 independent agents. Associates thrive in a supportive, collaborative workplace where community involvement, professional growth, and shared values drive everything they do.
Requirements
- High school diploma or equivalent required
- Ability to build rapport with agents, policyholders and team members
- Excellent communication, interpersonal, and problem-solving skills
- Must be dependable, reliable, and possess an energetic and positive attitude
- Proficiency in Microsoft Office suite of products, including Word and Excel
Nice To Haves
- undergraduate college degree strongly preferred
Responsibilities
- Responsible for servicing agents and policyholders with information relating to policies including bills, payments, coverage information, etc.
- Handle an average of 35-45 inbound phone calls per day, and be responsible for end-to-end call resolution.
- Respond to agency partners and policyholders through chats, emails, and telephone calls.
- Educate agents and policyholders to manage their accounts on our customer website.
- Investigate and resolve payment inquiries.
- Process and mail underwriting notices.
- Create policyholder and agency correspondence.
- Other duties as assigned.
Benefits
- medical
- vision
- dental
- life insurance
- disability insurance
- generous paid time off program for vacation, personal, sick time, and holiday pay
- parental leave
- adoption assistance
- fertility treatment assistance
- competitive 401(k) plan with company match
- gym member/fitness class reimbursement
- additional resources and programs that encourage professional growth and overall wellness
- bonus opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
