Service Representative – Commercial Lines Customer Service Center
Employment Type: Contract-to-Hire (6 Months)
Work Arrangement: Hybrid
Location: Worcester, MA or Howell, MI
Schedule: Monday-Friday – Standard office hours
Compensation: $20.00/hr
Typing test required
Internet speed test required
Position Overview/Summary:
As a Service Representative within the Commercial Lines Customer Service Center, you will provide timely and professional support to agents, commercial policyholders, and vendors through phone and email communications.
The role focuses on customer service, certificate of insurance processing, policy servicing, outbound customer outreach, and maintaining productivity and quality standards within a fast-paced insurance environment.
Responsibilities:
• Respond to customer inquiries from policyholders, agents, vendors, and internal partners via phone and email.
• Handle inbound/outbound calls and support New Business, Renewal, and Customer Satisfaction outreach.
• Process Certificates of Insurance (COIs), ID card requests, and other policy servicing activities.
• Manage shared Outlook mailboxes and assist with collections, returned mail, and voice email requests.
• Complete service requests within established service standards while maintaining quality and productivity goals.
• Adhere to structured schedules and attendance expectations, including a 94% adherence goal.
• Collaborate effectively within a fast-paced, team-oriented customer service environment.
Required Qualifications
• 2+ years of customer service experience.
• Strong phone, email, and communication skills.
• Professional customer service and telephone etiquette.
• Ability to navigate multiple computer systems and work in a fast-paced environment.
• Strong attention to detail and ability to meet productivity and quality goals.
• Ability to work effectively in a team environment.
• Must complete a typing test and internet speed test as part of the interview process.
Preferred Qualifications
• College degree.
• Insurance, Commercial Lines, or Agency Customer Service experience.
• Knowledge of Commercial Rating and policy servicing.
• Call center/contact center experience.
• Experience supporting customers, agents, or policyholders in a high-volume environment.
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