Service Center Representative

2 weeks ago

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

At Plymouth Rock Assurance, our Client Support Specialists play a vital role in our service center, where professionalism and teamwork are paramount. These specialists manage a significant volume of incoming calls from customers, agents, and external parties. They are responsible for processing policy modification requests and independently handling project assignments within the Customer Solutions Center. Our representatives are expected to demonstrate sound judgment, adaptability, and a friendly demeanor in all interactions.

Key Responsibilities

  • Respond to inquiries regarding policies, coverage options, and premium details, ensuring thorough follow-up on all communications.
  • Strive for first-call resolution, simplifying the experience for the customer.
  • Acquire and maintain comprehensive knowledge of our product offerings, including Auto, Homeowner, and Umbrella insurance.
  • Precisely input and update policy details in various processing systems while managing phone inquiries.
  • Build and nurture relationships with agents and the company.
  • Conduct research and implement changes or corrections to customer policies following established protocols and sound business practices.
  • Consistently meet or exceed the expectations of customers and agents by providing professional and efficient service through positive interactions and extensive product knowledge.
  • Flexibility in scheduling is essential for this role, with shifts available during weekdays and occasional Saturdays.

Qualifications and Skills

  • Strong interpersonal, listening, communication, and organizational abilities.
  • Good analytical skills and decision-making capabilities.
  • Proficient computer/data entry skills along with basic math proficiency.
  • High energy and motivation to follow up and take ownership of tasks.
  • Ability to remain flexible and work effectively under pressure.
  • Eagerness to learn new functions within the Customer Solutions Center.
  • Proficiency in Spanish is advantageous.
  • 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, establishing a strong reputation for service excellence. We continually invest in technology, fostering an empowering environment for our employees, and cultivating a loyal customer base. Our group employs over 1,900 individuals and is headquartered in Boston, Massachusetts, holding an A.M. Best rating of A-/Excellent.

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