Customer Engagement Associate

2 months ago

Woodbridge, New Jersey, United States Plymouth Rock Assurance Full time

As a vital part of our Customer Solutions team, our Client Support Specialists thrive in a fast-paced service environment where professionalism and teamwork are paramount. Specialists manage a significant volume of incoming inquiries from clients, agents, and external partners. They are responsible for processing requests for policy modifications, executing independent project tasks, and managing various responsibilities within the Customer Solutions Center. It is essential for representatives to demonstrate sound judgment, adaptability, and a friendly demeanor in all interactions.

Key Responsibilities

  • Respond to inquiries about insurance policies, coverage options, and premium details; ensure thorough follow-up on all communications.
  • Strive for first-contact resolution, simplifying the experience for clients.
  • Acquire and maintain comprehensive knowledge of our product offerings across all lines (Auto, Homeowner, and Umbrella).
  • Precisely input and update policy data within our processing systems while addressing phone inquiries.
  • Build and nurture relationships with agents and the company.
  • Conduct research and implement changes or corrections to customer policies in accordance with established protocols and sound business practices.
  • Consistently meet or exceed the expectations of clients and agents, delivering professional and efficient service through positive interactions and extensive product knowledge.
  • The ability to work a flexible schedule is crucial; shifts may vary between 8:00 AM to 7:00 PM, Monday through Friday, and 10:00 AM to 3:00 PM every third Saturday.

Qualifications and Skills

  • Strong interpersonal, listening, communication, and organizational abilities.
  • Effective analytical and decision-making skills.
  • Proficient computer/data entry and basic mathematical skills.
  • High energy and motivation to follow up and take ownership of tasks.
  • Adaptability and capability to perform under pressure.
  • Eagerness to learn new functions within the Customer Solutions Center.
  • Proficiency in Spanish is an advantage.
  • A college degree and/or NJ Property & Casualty license are beneficial.

About Plymouth Rock Assurance

Plymouth Rock Assurance and its affiliated companies manage over $2 billion in personal and commercial auto and homeowners insurance across the Northeast and mid-Atlantic regions, earning a distinguished reputation for service excellence. We are committed to investing in technology, fostering an empowering environment for our employees, and maintaining strong loyalty among our customers. The Plymouth Rock group employs over 1,900 individuals and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of A-/Excellent.

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