Customer Service Representative

Company Details

Berkley One is a modern insurance provider for a modern generation of affluence. We serve clients who live dynamic, adventurous lives and expect their insurance experience to match. Our mission is to deliver highly personalized risk and claims management through a blend of expert independent agents, cutting-edge digital tools, and the strength of the Berkley brand.

At Berkley One, you’ll be part of a forward-thinking team that’s reimagining personal insurance. We’re building solutions that are as sophisticated and agile as the clients we serve—individuals and families who value innovation, simplicity, and exceptional service. You’ll collaborate with passionate professionals, leverage modern technology, and help shape the future of our industry.

• A client-first mindset with a passion for delivering exceptional experiences
• Curiosity, creativity, and a drive to challenge the status quo
• Collaboration across disciplines to build smarter, more intuitive solutions
• Integrity, expertise, and a commitment to excellence

The Company is an equal employment opportunity employer.

Berkley One is seeking a highly motivated and service-oriented Customer Service Representative to join our Contact Center team. This role is responsible for delivering a best-in-class service experience to both our high-net-worth customers and broker partners, while supporting business growth and operational excellence. The ideal candidate will bring a strong background in multi-channel customer service and a demonstrated ability to manage complex inquiries with professionalism, accuracy, and efficiency.

We'll trust you to serve as a primary point of contact for customers and agents, handling a variety of policy servicing and support activities. You'll play a critical role in ensuring seamless interactions across phone, chat, and email channels, while maintaining the highest standards of service delivery. This role offers an excellent entry point into the insurance industry, with significant opportunities for career growth and advancement within Berkley One.

This role will be based in our Phoenix, AZ office. We offer a hybrid work schedule with 4 days in the office; and 1 day remote where it makes sense to do so. The hours of operation are 8:00 AM – 8:00 PM Eastern from Monday – Friday. Shifts vary based on customer needs and will fall within the hours outlined above.

• Culture of innovation, teamwork, supportive colleagues and leaders willing to invest in talent
• Internal mobility opportunities
• Visibility to senior leaders and partnership with cross functional teams
• Opportunity to impact change
• Benefits – competitive compensation, paid time off, comprehensive wellness benefits and programs, employer funded health savings account, profit sharing, 401k, paid parental leave, employee stock purchase plan, tuition assistance and professional continuing education

• Deliver timely, accurate, and high-quality service to customers and broker partners across multiple communication channels
• Manage inbound inquiries and service requests with a focus on professionalism, responsiveness, and resolution
• Process policy transactions including quotes, endorsements, cancellations, and payment activities with a high degree of accuracy
• Maintain detailed and compliant documentation of all customer and agent interactions
• Verify identities in accordance with regulatory and security protocols
• Serve as a key resource for agents, providing guidance on policy inquiries and supporting quote-to-bind activities
• Provide technical assistance and training related to internal systems, including policy administration, billing, and claims platforms
• Demonstrate empathy and professionalism when supporting customers through sensitive situations, including first notice of loss
• Proactively manage follow-ups and ensure timely completion of open service items
• Collaborate with internal stakeholders to resolve complex issues and escalt as appropriate
• Consistently achieve performance metrics related to productivity, quality, and service standards
• Contribute to continuous improvement efforts, including process…