Service Representative

Service Representative

Team:
Commercial Lines;

Location:

Worcester, MA (Hybrid). Contract to Hire.

As a Service Representative in the Commercial Lines team, you will manage customer contact and provide timely, quality service to Agents, commercial policy holders, and vendors primarily by phone and email. Responsibilities include handling incoming/outbound calls, issuing certificates of insurance, and other policy servicing tasks.

• Respond to customer requests from a variety of sources and handle calls & email from policyholders, agents, peers or others.
• Handle indexing of CSC Outlook mailboxes, make outbound callouts for New Business, Renewal, and Customer Satisfaction calls, and process a high volume of Certificate of Insurance requests.
• Manage 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, meet a productivity goal that varies based on focus.
• Maintain a 94% adherence goal for scheduled shifts, including start/end times, lunches, and breaks.
• All calls are recorded for quality purposes; call and certificate quality is reviewed monthly.

• Customer service
• Call center experience
• Customer support

Pay range: $15.00 - $15.00/hr.

Eligibility requirements apply to some benefits and may depend on job classification and length of employment.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Contract to Hire

Entry Level

Anticipated to close on Jan 23, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.