Service Representative

Overview

Actively hiring multiple Service Representatives to join the Commercial Lines Customer Service Center team on a temp to hire basis, located at their corporate office in Worcester, MA. Job#: 3017614

• Career Development:
  Six-month temp to hire employment offering comprehensive job training and continued mentorship ongoing. Expectation is that total compensation increases upon successfully meeting requirements for permanent employment with The Hanover.
• Compensation: $20.00/hour; averaging 38.75 hours per week, expectation is to convert to Hanover with an increase in annual salary.
• Flexible Hybrid
  
  Schedule:
  
  Monday – Friday 8:30am-5:00pm (during training for the first 2-4 weeks);
  Monday – Friday 9:30am-6:00pm OR 10:30am-7:00pm (after training, 3 days onsite and 2 days remote Hybrid)
• Benefits:
  Yes, client offers major medical insurance, dental and vision

As a Service Representative in the Commercial Lines team, you will be responsible for managing customer contact and providing timely, quality service to Agents, commercial policy holders, and vendors primarily by phone and email. This includes handling incoming/outbound phone calls, issuing certificates of insurance, and other policy servicing items.

• Respond to customer requests from a variety of sources and handle calls & email from policyholders, agents, peers or others.
• Indexing several CSC Outlook mailboxes, outbound calls for New Business, Renewal and Customer Satisfaction, and completing a large volume of Certificate of Insurance Requests.
• Other areas of focus could include First Party Collections calls/emails, Returned Mail calls/email requests and incoming Voice emails.
• Provide timely, quality service to Agents, commercial policy holders, and vendors.
• May answer telephone inquiries from Commercial lines policy owners and Agents for certificate requests.
• Completes certificate of insurance and  requests within service level expectations.
• After an acclimation period, Service Representatives are expected to meet a Productivity goal. This goal varies based on focus.
• Scheduling of shifts is very structured to cover incoming calls and email volumes. Team members are expected to meet a 94% adherence goal, based on following a daily schedule including start/end times, lunches and breaks.
• All calls are recorded for quality purposes; call and certificate quality are reviewed monthly.

• Service
• Quality
• Productivity

• College degree preferred but not required.
• Typically have 2 or more years of related experience in the areas of Customer Service. Preferred working knowledge of Commercial Rating and Agency Customer Service.
• Proficiency in operating and interpreting proprietary software programs. Possesses the knowledge to access all applicable on-line resources.
• Demonstrated strong written and oral communication skills including active listening with the ability to tailor content to the audience.
• Demonstrated professional telephone etiquette.
• Demonstrated ability to work well within a team environment.

• Ability to use a personal computer and other standard office equipment.
• Ability to work in a fast-paced environment.
• Ability to sit and/or stand for extended periods (75%-90%).
• Able to perform in a dynamic teamwork environment.

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, marital status, disability, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

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