Associate Customer Service Representative

Associate Life Customer Service Representative – Lincoln, RI 02865

This position provides exceptional customer service by handling telephone contact calls involving routine policy changes to their conclusion. The selected individual will gain a good understanding of policy procedures, systems, and policy contractual provisions and foster a team approach to promote outstanding customer service.

• Develop proficiency in all aspects of Amica Life products and services within the first six months of employment.
• Gain expertise in routine coverage, financial, and policy maintenance changes within the first six months.
• Address customer questions and policy inquiries based on your level of knowledge.
• Recommend suitable solutions, procedures, and actions for customers, according to your level of expertise.
• Handle additional customer requests as needed.
• Strive to meet and exceed sales/service goals set by your supervisor, including call quality, lead referrals, average call length, attendance, and schedule adherence.
• Occasionally assist with system testing.
• Perform other duties as required.

A starting annual salary of $43,105 ($22.11/hr.) - $51,147 ($26.23/hr.) based on your level of experience in customer service and the insurance industry.

The work schedule is 37.5 hours per week. Training for this position will be Monday through Friday between the core hours of 9:00am and 5:15pm. After training is complete, the schedule will be based on business needs with a start time between 8:00am and 10:45am Monday through Friday with the potential to work holidays. Work from home may be available up to two days a week once trained to work independently.

• Medical, dental, vision coverage, short- and long-term disability, and life insurance
• Paid Vacation – you will receive at least 13 vacation days in the first 12 months, amounts could be greater depending on the role. While able to use prior to accrual, vacation time will accrue monthly.
• Holidays – 14 paid holidays observed
• Sick time – 6 days sick time at hire, 6 additional days sick time at 90 days of employment
• Generous 401(k) with company match and immediate vesting. Additionally, annual 3% non-elective employer contribution
• Annual Success Sharing Plan – Paid to eligible employees if company meets or exceeds combined ratio, growth and/or service goals
• Generous leave programs, including paid parental bonding leave
• Student loan repayment and tuition reimbursement programs
• Generous fitness and wellness reimbursement
• Employee community involvement
• Strong relationships, lifelong friendships
• Opportunities for advancement in a successful and growing company

• A High School Diploma (or equivalent) is required.
• Preferably, 1-2 years of previous experience in customer service, retail, or any customer-facing role.
• A professional and enthusiastic demeanor, along with a pleasant telephone manner.
• Effective active listening skills are essential.
• The ability to probe effectively to ensure appropriate resolution using fundamental customer service skills, such as empathy, a willing and helpful attitude, and the capability to resolve inquiries.
• The capability to multitask, such as data entry while handling calls.
• Strong communication, organizational, and time management abilities.
• The ability to maintain composure and handle customers in situations requiring tact and diplomacy.
• Excellent interpersonal skills.
• Strong verbal communication skills including diction, grammar, and tone.
• The capacity to handle confidential information.
• A commitment to expanding knowledge of life insurance and developing leadership skills through on-the-job training, educational courses, and seminars.

Amica conducts background checks which includes a review of criminal, educational, employment and social media histories, and if the role involves use of a company vehicle, a motor vehicle or driving history report. The background check will not be initiated until after a conditional offer of employment is made and the candidate accepts the offer. Qualified applicants with arrest or conviction records will be considered for employment.

The…