Service Representative

Service Representative

Alternate / Related Job Titles

• Commercial Lines Service Representative

• Insurance Customer Service Representative

• Client Service Associate – Commercial Lines

• Policy Services Representative

Location & Onsite Flexibility

Worcester, MA — Hybrid

Job Details

• Position Type: Right to Hire

• Start: As Soon As Possible

• Pay Rate: $20.64 – $20.65/hr

Position Overview

The Service Representative supports the Commercial Lines team by managing customer contact and delivering timely, high-quality service to agents, commercial policyholders, and vendors. This role handles a high volume of phone and email interactions, including certificates of insurance and policy servicing activities, while meeting defined service, quality, and productivity standards.

Key Responsibilities

• Respond to customer requests via phone and email from policyholders, agents, peers, and vendors

• Index multiple CSC Outlook mailboxes and manage inbound/outbound communications

• Complete a high volume of Certificate of Insurance requests within service level expectations

• Conduct outbound callouts for New Business, Renewals, and Customer Satisfaction

• Support additional functions as assigned, including First Party Collections, Returned Mail, and voice email requests

• Maintain high standards of service quality; calls are recorded and reviewed monthly

• Meet established productivity goals following an acclimation period

• Adhere to structured scheduling requirements, including a 94% adherence goal for shifts, lunches, and breaks

Key Measures of Success

• Service

• Quality

• Productivity

Required Qualifications

• 2+ years of customer service experience (commercial insurance exposure preferred)

• Strong written and verbal communication skills with active listening

• Professional telephone etiquette

• Ability to work effectively in a team-oriented, fast-paced environment

• Proficiency navigating proprietary systems and online resources

Preferred Qualifications

• College degree (preferred, not required)

• Working knowledge of Commercial Rating and Agency Customer Service

Physical Demands & Work Environment

• Ability to use a personal computer and standard office equipment

• Ability to work in a fast-paced environment

• Ability to sit and/or stand for extended periods (75%–90%)

• Comfortable performing in a dynamic, collaborative team setting

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American–owned company headquartered in Alaska. We highly value diverse and inclusive workplaces and partner with Fortune 500 organizations across banking, insurance, financial services, technology, life sciences, biotech, utilities, and retail throughout the U.S. and Canada.

Job Number: 26-00274
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