Service Representative

Senior Recruiter and Account Manager at Randstad USA | Expertise in Recruiting Strategies

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Service Representatives

Pay Rate: $20.00 per hour

Location:

Worcester, MA - Hybrid

6 month contract to hire

Randstad in partnership with The Hanover Insurance Group is 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 Place to Work (Business Insurance) The Hanover Insurance offers a collaborative environment that fosters development and growth.

• 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 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: Randstad offers major medical insurance, dental and vision coverage.

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.

• Respond to customer requests from a variety of sources and handle calls & email from policyholders, agents, peers or others.
• Handle indexing several CSC Outlook mailboxes, make outbound callouts for New Business, Renewal and Customer Satisfaction calls, and complete a large volume of Certificate of Insurance Requests.
• Handle 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.
• Answer telephone inquiries from Commercial lines policy owners and Agents for certificate requests.
• Complete certificate of insurance and  requests within service level expectations.
• After an acclimation period, Service Representatives are expected to meet a Productivity goal, which varies based on focus.
• Ensure a 94% adherence goal, meeting scheduled shifts, start/end times, and breaks.
• All calls are recorded for quality purposes; call and certificate quality is reviewed monthly.

• College degree preferred but not required.
• 2 or more years of related Customer Service experience; preferred working knowledge of Commercial Rating and Agency Customer Service.
• Proficiency in operating and interpreting proprietary software programs and accessing all applicable online resources.
• Strong written and oral communication skills, active listening, and ability to tailor content to the specific audience.
• Ability to work well within a team environment.

Seniority level: Associate

Employment type: Contract

Job function: Customer Service