Customer Service Representative

Merchants Insurance Group is a leading Property and Casualty Insurer in the Northeast and is looking for an experienced Customer Service Representative for our Buffalo, NY location.

The Customer Service Representative will become part of a dedicated Customer Service team focusing on building and maintaining effective relationships with various customers by responding to billing inquiry calls efficiently and capturing billing information.

Merchants Insurance Group is rated A- (Excellent) with a stable outlook by A.M. Best and is consistently recognized as a top employer and high-performing organization. Recent honors include:

• Best Places to Work in Western New York (Buffalo Business First, 2023–2026)
• Fast Track Company (2019–2025) and Top Private Company (2019–2025)
• Ward’s 50 top-performing property‑casualty insurer (2021–2024)
• Ivans Spark Award for Innovation (2024–2025)
• Named to Newsweek and Statista’s America’s Most Reliable Companies list (2025), ranked among the top 300 of 1,500 B2B organizations evaluated

We offer a hybrid work schedule, requiring two full days per week in the office, with flexibility to work remotely or onsite the remaining days. This model supports collaboration while providing flexibility and work-life balance.

Essential Duties and Responsibilities include, but are not limited to:

• Provides customer service to policyholders and agents over the phone at a level that is consistent with Merchants Insurance Group’s Billing and Customer Service quality and production goals.
• The Customer Service Representative will be the primary contact with agents, policyholders and internal colleagues. Will provide assistance with researching and resolving all billing inquiries via incoming telephone calls, mail, email and fax inquiries from agents, policyholders or regional offices within 24 hours of the inquiry.
• Responsible for processing electronic payments for both insureds and agents.
• Ensures payment calls are properly recorded and documented within Image Right.

Qualifications & Skills:

• The ideal candidate will be a high school graduate or GED.
• A minimum of one year customer service experience and/or insurance experience.
• Experience in a fast-paced work environment.
• Excellent communication skills both oral and written.
• Microsoft Office experience along with proven organizational skills are required.

Merchants Insurance Group Pay information:

Merchants Insurance Group offers a competitive pay scale. The estimated salary for this role ranges from $19.00 - $23.00 hourly based on leveling and geography, along with an equity component and a comprehensive benefits package. This range is merely an estimate; actual compensation may deviate from this range based on skills, experience and qualifications.

Merchants Insurance Group Benefits:

• Welcoming and positive work environment
• Flexible work arrangements, including flex scheduling and summer hours.
• Hybrid work schedule – requiring two full days per week in the office, with the option to work the remaining days per week at home or in the office.
• Competitive pay scale
• Generous paid time off package
• Full Benefits:
  Health, Dental, Vision, Life Insurance, Short Term Disability, 401(k) employer match amount is 100% up to 6% of your annual contributions. You are immediately 100% vested in the employer match dollars.
• Outstanding company bonus program
• Tuition Reimbursement

Merchants Insurance Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Merchants Insurance Group supports a safe workplace through pre‑employment background screenings.