Associate Customer Service Representative

Job Overview

Associate Life Customer Service Representative

10 Amica Center Blvd, 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 contractual provisions, fostering 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.) to $51,147 ($26.23/hr.) based on experience.

The work schedule is 37.5 hours per week.

Training will be Monday through Friday between the core hours of 9:00 am and 5:15 pm. After training is complete, the schedule will be based on business needs with a start time between 8:00 am and 10:45 am, 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.

Training will be conducted Monday through Friday between 9:00 am and 5:15 pm.

• Medical, dental, vision coverage, short- and long-term disability, and life insurance
• Paid vacation – at least 13 vacation days in the first 12 months, accruing monthly.
• 14 paid holidays observed
• Sick time – 6 days at hire, 6 additional days at 90 days of employment
• Generous 401k with company match and immediate vesting, plus an annual 3% non‑elective employer contribution
• Annual Success Sharing Plan – paid to eligible employees if the 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, with a pleasant telephone manner.
• Effective active listening skills are essential.
• The ability to probe effectively to ensure appropriate resolution using 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.

All qualified applicants authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older.

Employees are subject to the provisions of the Workers' Compensation Act.