Service Representative.

TekWissen•Worcester, MA

12h•Hybrid

About The Position

As a Service Representative in the Commercial Lines team, you will be responsible for managing customer contact and for providing timely, quality service to Agents, commercial policy holders, and vendors primarily by phone and email. This includes handling incoming/outbound phone calls, issuing certificates of insurance, and other policy servicing items.

Requirements

Typically have 2 or more years of related experience in the areas of Customer Service.
Proficiency in operating and interpreting proprietary software programs.
Possesses the knowledge to access all applicable on-line resources.
Demonstrated strong written and oral communication skills including active listening skills with an ability to tailor the content to the specific audience.
Demonstrated professional telephone etiquette.
Demonstrated ability to work well within a team environment.

Nice To Haves

College degree preferred but not required.
Preferred working knowledge of Commercial Rating and Agency Customer Service.

Responsibilities

Respond to customer requests from a variety of sources and handle calls & email from policyholders, agents, peers, or others.
This team primarily handles indexing several CSC Outlook mailboxes, makes outbound callouts for New Business, Renewal and Customer Satisfaction calls, and completes a large volume of Certificate of Insurance Requests.
Other areas of focus could include First Party Collections calls/emails, Returned Mail calls/email requests and incoming Voice emails.
Provide timely, quality service to Agents, commercial policy holders, and vendors.
May answer telephone inquiries from Commercial lines policy owners and Agents for certificate requests.
Completes certificate of insurance and ID card requests within service level expectations.
After an acclimation period, Service Representatives are expected to meet a Productivity goal.
In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured.
Team members are expected to meet a 94% adherence goal.
Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches, and breaks, etc.
All our calls are recorded for Quality purposes, Call and Certificate Quality is reviewed monthly.