Service Administrator and Technology Liaison

Berkshire Hathaway Direct Insurance Company•Pittston, PA

About The Position

The Service Admin / Tech Liaison plays a critical role in supporting the day-to-day effectiveness of the Service organization while also acting as a bridge between Service and Technology. This individual will help reduce administrative burden on leaders, improve reporting clarity, and ensure operational needs are accurately translated into technical solutions. This role sits at the intersection of operations, data, and systems, helping drive both execution and continuous improvement.

Requirements

Strong analytical and organizational skills
Experience working with operational data and reporting
Ability to translate business needs into clear, structured requirements
Comfortable working cross-functionally with both operational and technical teams
Detail-oriented with a bias toward action and problem-solving
Strong communication skills with the ability to simplify complex topics

Nice To Haves

Current Producer Agent License in Property and Causality (P&C)
Experience in a call center / service environment

Responsibilities

Support Service leadership with reporting, documentation, and recurring operational tasks
Assist in preparation of daily, weekly, and monthly performance summaries
Maintain organizational clarity across team structures, roles, and responsibilities
Help track key initiatives, action items, and follow-ups across leadership teams
Reduce administrative friction so managers can focus on real-time execution and team leadership
Partner with leadership to ensure accuracy and consistency in Service reporting
Validate data across systems (calls, cases, productivity, staffing)
Identify gaps or inconsistencies in reporting and work toward resolution
Support development of dashboards and reporting views that drive better decision-making
Translate data into clear, actionable insights for leaders
Act as the primary point of contact between Service and Technology teams
Translate operational needs into clear business requirements for technical partners
Support prioritization and tracking of tech initiatives impacting Service (routing, systems, workflows, automation)
Provide feedback on system performance, gaps, and opportunities for improvement
Ensure changes to systems are understood, communicated, and effectively implemented within Service
Identify inefficiencies in workflows, case handling, and cross-functional handoffs
Partner with Service leadership and Tech to streamline processes and reduce rework
Support initiatives tied to routing optimization, case management, and workload distribution
Help reinforce consistency in how work is executed across teams

Benefits

Medical (PPO/HDHP), vision, disability, and life insurance
Enhanced dental plan with orthodontia coverage in addition to a standard plan
Generous PTO plan for all benefit-time eligible employees
Paid company holidays and 4 floating holidays
Paid parental leave
Employee Retirement Savings Plan/401(k) with company match and immediate vesting
Education Assistance Program that offers 100% upfront tuition reimbursement after 6 months of service for approved degree programs
Service Recognition Program that provides a monetary award to be used toward a vacation every 5 years of employment
Wellness Initiatives that include Fitness Center and Weight Watchers Reimbursement programs
Voluntary benefits that include accident, critical illness, and hospital indemnity
Employee discount and rewards program on travel, tickets, electronics, home, and more