Position: Service Center Representative
Reports to: Personal Lines Supervisor
Grade:102
Supervises:None
Location:North Adams or Pittsfield Insurance Office
The pay range for this role is $20.00 to $23.50 an hour dependent upon qualifications and experience.
Job Summary:
Provide a friendly and helpful “first impression” for clients in-person and over the phone. Must be outgoing and team oriented. This multi-task position is mainly responsible for prompt, courteous, professional service to clients calling into the Agency.
Primary Responsibilities:
- Answer incoming calls and emails promptly and professionally.
- Manage time effectively to minimize wait times and maximize productivity.
- Process policy changes for Account Managers
- Resolve customer billing inquiries and service issues efficiently.
- Provide product, service, or policy information as needed.
- Log call details accurately in Agency Management system.
- Follow scripts or workflows when applicable.
- Escalate unresolved or complex issues to the appropriate department.
- Conduct outbound follow-up calls when necessary to ensure resolution.
- Notify customers of status updates, delays, or confirmations.
- Issue binders and proof of insurance to lenders.
- Backup to front desk coordinator during lunches and vacations.
Secondary Responsibilities:
- Take payments from clients and post them on company websites.
- Stamp RTA’s and enter appropriate activities into agency management system.
- Assist Account Managers as needed.
- Backup to other processors when they are out of the office.
- Projects for clean-up or update of the computer system as needed.
- Any other duties which are required by management.
Qualifications:
- High School Diploma.
- Ability to learn insurance work methods and procedures.
- Ability to verbally effectively present information to clients, company, and agency staff.
- Ability to be self-motivated, provide problem-solving capabilities and prioritize multiple tasks.
- Commitment to the company’s culture and established service standards.
- Ability to deal with and show discretion in confidential matters.
- 25% availability to travel outside of 25-mile radius and report to any office.
- Ability to sit, drive, bend, answer the phone, and perform computer input.
