Service Center Specialist

Plymouth Rock Assurance•Boston, MA

8d•$55,000 - $73,000

About The Position

As a Service Center Specialist, you will play a vital role in supporting and retaining personal lines insurance customers on behalf of our independent agency partners. You will deliver exceptional service, provide trusted guidance, and become a subject-matter expert in our core products—Auto, Homeowners, and Umbrella—while helping customers protect what matters most. This role is ideal for a customer-focused professional who thrives in a fast-paced environment, enjoys problem-solving, and is motivated by both service excellence and sales success.

Requirements

Excellent interpersonal, listening, communication, and organizational skills.
Strong decision-making ability and problem-solving skills.
Intermediate MS Office skills required.
Ability to manage multiple tasks in a fast-paced, high-volume environment.
Capable of handling a high volume of inbound and outbound calls professionally and efficiently.
Strong attention to detail and accuracy in all tasks.
Flexibility to work full-time schedules that may change based on department needs.
Availability during operational hours: Monday–Friday, 8:00 AM to 7:00 PM.
Property and Casualty license required.

Nice To Haves

Sales-related experience preferred.
Bachelor's degree (B. A.) from a four-year college or university preferred.
1-3 years' experience in personal lines insurance or equivalent education/training preferred.

Responsibilities

Develop and maintain strong product knowledge across Auto, Homeowners, and Umbrella policies in NJ, PA, MA, CT, NY, and NH
Serve as a trusted advisor by responding to customer and agent inquiries regarding coverage, premiums, billing, and policy changes
Deliver first-call resolution, creating a smooth, efficient, and positive customer experience
Accurately enter, review, and update policy information across multiple systems
Quote and sell personal lines products to both new and existing clients
Conduct renewal reviews and proactively recommend coverage changes aligned with customer needs
Identify and resolve underwriting or policy issues using sound judgment and established procedures
De-escalate challenging calls with professionalism and empathy
Manage a high volume of inbound and outbound calls while maintaining accuracy and quality
Collaborate with team members to meet service goals and exceed customer and agent expectations
Support the onboarding and development of new team members through coaching and knowledge sharing
Adapt quickly to changing priorities in a dynamic service environment
Perform additional duties as assigned to support team and business needs

Benefits

Paid time off
Free onsite gym at our Boston location
Tuition reimbursement
Low cost and excellent health insurance coverage options that start on Day 1 (medical, dental, vision)
Robust health and wellness programs
Auto and home insurance discounts
Matching donation opportunities
Annual 401(k) employer contribution
Various Paid Family leave options including Paid Parental Leave
Resources to promote professional development
Convenient locations and pre-tax commuter benefits