Customer Service Representative

A career at Concord Insurance Group is challenging and rewarding. Our group of caring associates create financial security by helping individuals and businesses make a new start when a loss occurs.

As a Customer Service Representative you will process requests from customers, answer customer questions regarding existing business, and direct incoming work to the appropriate area. Work is performed under close supervision. You will be expected to provide exceptional service to our agency partners and policyholders by developing, and maintaining, deep knowledge of our products, systems and services in order to effectively respond to their daily inquiries and communications.

• Communicate and work with customers and associates at all levels
• Review and answer inquiries from customers
• Handle an average of 35-45 inbound calls per day, and be responsible for end-to-end call resolution
• Make computer inquiries and entries relating to customer accounts
• Communicate with customers and others as needed to research problems and find solutions
• Collect pertinent information from customers to handle inquiries in a timely and accurate manner
• Prioritize and organize work to ensure it is completed in a timely manner
• Document customer requests
• Assist agents with tasks
• Work with confidential and/or sensitive information, data, and matters in accordance with Company standards
• Maintain punctual attendance according to an assigned work schedule at a Company approved work location
• Review incoming work and direct it to the appropriate area

• High school diploma or its equivalent required. Associate’s degree or several years of related experience and/or training is preferred.
• A minimum of one year of experience as a Customer Service Representative is required.
• Ability to read, interpret, and react to documents such as insurance policies, procedure manuals, and legal documents.
• Ability to assemble information, develop opinions, and clearly express decisions using sound reasoning and judgment.
• Ability to communicate, in both oral and written formats, in a polite, clear, concise, and accurate. way.
• Ability to apply effective problem resolution and interpersonal skills
• Ability to organize assigned work
• Ability to manage multiple responsibilities at once
• Ability to effectively deal with a diverse group of individuals and manage varied factual circumstances
• Ability to maintain confidentiality and data security

At The Concord Group, we’re proud to offer a comprehensive benefits package designed to support the wellbeing of our associates. This includes medical, vision, dental, life insurance, disability insurance, and a generous paid time off program for vacation, personal, sick time, and holiday pay. Additional benefits include parental leave, adoption assistance, fertility treatment assistance, a competitive 401(k) plan with company match, gym member/fitness class reimbursement, and additional resources and programs that encourage professional growth and overall wellness.

Since 1928, The Concord Group has been protecting families and small businesses across New England with trusted, personal insurance solutions. The Concord Group is a member of The Auto Owners Group of Companies and is recognized as a leading insurance provider through the independent agency system. Rated A+ (Superior) by AM Best, the company is represented by more than 550 of the best local independent agents throughout Maine, Massachusetts, New Hampshire, and Vermont.

At Concord Group, we believe in more than just insurance, we believe in our people. Our associates thrive in a supportive, collaborative workplace where community involvement, professional growth, and shared values drives everything…