Service Account Representative - Flex Team

The Service Representative Floating Team reports directly to the team Supervisor. The Service Representative is responsible for supporting the overall Cx team during peak processing times; while demonstrating the highest levels of service professionalism in all they do. This role is key to ensuring day to day activities and functions are effectively being handled and high level of service is being provided to our customers.

• Handle a variety of inquiries and problems from internal teammates and external partners (policy owners and agents)
• Reviews, researches and troubleshoots problems and initiates and/or completes action for requests.
• Partners with other areas for resolution to problems.
• Provide back-up support on all functions within the area; supporting work completion based on volume peaks or staffing challenges
• Participates in project work for the department as a subject matter expert (SME)
• Participates in presentations, training, and team meetings.
• Is available to the team for mentoring/training and assistance on cases and research
• Assists the supervisor with the department’s quality reviews, work monitoring and delegation.
• Develops, maintains and distributes weekly and monthly reporting
• Participate in team meetings, goal setting and team decisions.
• Other duties as required.

Education: College degree or related experience (Liberal Arts or Business); as well as at least 5 years of Customer Service experience

Experience: PC skills, (Microsoft Office – Word, Outlook, Excel, Access, etc.), strong communication skills, problem solver, phone etiquette

At our Canton location, most employees will be on site Monday - Thursday. At our Omaha location, employees will be on site 2 days per week

Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace.