Senior Service Operations Representative; Dedham

Senior Service Operations Representative (Dedham)

Job Category: Service Ops

Requisition Number: SENIO
001175

• Posted :
  February 27, 2026
• Full-Time
• Hybrid
• Hourly Range: $31.79 to $42.05

Showing 1 location

Responsibilities include, but are not limited to:

• Providing superior client service via phone and/or electronic channels for N&D® agents, policyholders, and internal clients
  • Attentively listening to caller needs
  • Responding to inquiries in a timely and effective manner
  • Problem‑solving discrepancies as necessary
  • Completing task‑based items with the highest quality
• Collaborating with other departments and colleagues in the organization, to effectively resolve inquiries and improve client satisfaction
• Provide technical support for N&D®'s agency and policyholder portals
• Properly documenting client interactions
  • Recording of inquiries, comments or transactions processed
• Internally recommending improvements in processes for a better experience for clients
• Maintaining strong quality and consistent output for all work products within designated Service Operations division (e.g. phones, tasks, emails, etc.)
• Being a key role model for consistently following team SOPs including escalation protocols and assisting with delegated review, documentation, and enhancement/updates.
• Demonstrating subject matter expertise via cross-training facilitation, superb quality work, becoming a go-to contact for the unit
• Exhibiting consistent capability and willingness to be trained when needed in new areas of varying complexity paired with being a quick study who is an engaged trainee with professionalism and high-quality output
• Taking on related tasks, assignments, and ad hoc projects as required

• At least 10 plus years of experience in superior client support experience or transferable customer assistance experience
• P&C insurance experience required
• Strong proficiency in Microsoft Office suite (Excel, Word, Outlook).
• Excellent organizational skills with strong attention to detail and accuracy.
• Effective interpersonal and communication skills, both verbal and written.
• Ability to manage multiple tasks and work under pressure to meet deadlines.
• Collaborative with a customer-service mindset.

• Undergraduate degree or equivalent experience preferred but not required

Equal Opportunity Employer
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