Service Representative

Position: Service Representative.
Service Representative – CL Customer Service Center Randstad in partnership with The Hanover Insurance Group are actively hiring multiple Service Representatives to join their Commercial Lines Customer Service Center team on a temp to hire basis, located at their corporate office in Worcester, MA. The Hanover Insurance Group is an industry leading Property & Casualty Insurance Co. with over 160 years of rich history and tradition.

Recognized as One of America's Top Employers (Forbes) and A Best Places to Work (Business Insurance) The Hanover Insurance offers a collaborative environment that fosters development and growth. What is in it For You?
• 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: ***/hour; averaging 38.75 hours per week, expectation is to convert to Hanover at a comparable salary.
• Flexible

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)
• Benefits:
Yes, Randstad offers major medical insurance, dental and vision

Position Overview /

Summary:

As a Service Representative in the Commercial Lines team, you will be responsible for managing customer contact and for 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. Responsibilities/

Essential Functions:

• Respond to customer requests from a variety of sources and handle calls & email from policyholders, agents, peers, or others.
• This team primarily handles indexing several CSC Outlook mailboxes, makes outbound callouts for New Business, Renewal and Customer Satisfaction calls, and completes 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 answers 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.
• In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured. Team members are expected to meet a 94% adherence goal. Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches, and breaks, etc.
• All our calls are recorded for Quality purposes, Call and Certificate Quality is reviewed monthly. Key Measures of Success:
• Service
• Quality
• Productivity

Education and Experience:

• 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 skills with an ability to tailor the content to the specific audience.
• Demonstrated professional telephone etiquette.
• Demonstrated ability to work well within a team environment. Physical Demands & Work Environment:
• Ability to use a…