Service Representative

Location: Worcester, MA

Onsite Flexibility: Hybrid

• Position Type: Right to Hire (Temp to Hire)
• Contract Duration: 6 months
• Pay Rate: $20.00–$20.01 / Hour (USD)
• Shift /
  
  Schedule:
  
  Training:
  Monday–Friday, 8:30 AM – 5:00 PM. Post-Training:
  Monday–Friday, 8:00 AM – 4:30 PM OR 9:00 AM – 5:30 PM, plus shared Saturday rotation 8:30 AM – 5:00 PM (two Saturdays per month). Two days per week in-office (Tuesday/Wednesday) before and after training.
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

As a Claims Service Representative
, you will play a vital role in the client's success by helping customers when they are in need. You will be the first point of contact a customer has when they experience an unexpected loss to their vehicle, home, or business. In that critical moment, you represent the client brand in your ability to respond with empathy so customers can get back on the road, back in their home, and/or back in business as easily as possible.

Guided by your manager, you will provide general assistance to agents, insureds, and claimants, matching their needs with services using provided scripts to assist you in serving customers.

• Respond to electronically and phone submitted claim losses and first notice of loss calls from claimants, insureds, and other parties
• Respond to calls on established claims in a polite, professional, and empathetic manner and determine appropriate course of action
• Perform rental reservation, appraisal assignments, Express Claim shops, Towing, and water mitigation activities
• Utilize established scripts, transcribes personal or commercial loss damage, or injury information into the company's network generating an electronic claim file
• Apply basic communication skills to interpret caller's inquiries and offer available options
• Utilize established workflows to initiate claim activities as required
• Recognize coverages, claim processing requirements, and related claims systems
• Learn to identify claims and take appropriate actions
• Contact vendor to establish language services for language interpretation and translation

• Self-starter
• Energetic, positive, and professional attitude
• Proficiency in using and toggling between multiple computer applications, dual screens, and MS Office Suite products (Word/Excel, Outlook, SharePoint, Teams); independent use of provided resources
• Excellent written and verbal communication skills
• Seeks to collaborate and promotes inclusion and respect
• Dedicated to meeting the expectations and requirements of internal and external customers
• Understands the importance of teamwork and developing and maintaining cooperative relationships
• Exhibits service behaviors that include empathy and patience when communicating with customers; ability to deal with conflict effectively
• Disciplined to follow scripts, while showing initiative to seek additional information as needed; demonstrates attention to detail
• Agile and adapts to new, different, or changing situations, requirements, or priorities
• Shares knowledge, skills, and expertise with others; collaborates with others
• Ability to meet and/or exceed established goals within set training timeline

• Troubleshooting experience desired

• Associate's degree or working towards an associate's degree is strongly preferred

• Six months to one year of call center and/or office experience required

• Typically 1–3 years of experience in the service, financial, or hospitality industry preferred

• Ability to use a personal computer, call…