Customer Service Representative - Hybrid

Randstad, in partnership with The Hanover Insurance Group, are actively seeking multiple Agency Services Associates to join their Personal Lines Agency Support Team. This exciting opportunity is hybrid out of the Worcester, MA or the Howell, MI offices. The Hanover Insurance Group is an industry leading Property & Casualty Insurance Co. with over 160 years of rich history and tradition. Recognized as One of America's Top Employers (Forbes) and A Best Places to Work (Business Insurance) The Hanover Insurance offers a collaborative environment that fosters development and growth.

Position Overview/Summary: As a member of the Agency Support Team, you will work with our independent insurance agents, policyholders and field partners within a call center environment to create outstanding service experiences. The Agency Support Team functions as an extension of our agents’ offices by providing assistance related to personal lines insurance policies, premium billing and technical support. By joining our team, you can expect to take part in an initial comprehensive virtual training program that will prepare you for success. You will learn our service philosophy, receive both systems and skills training and benefit from ongoing coaching and mentorship that will position you well for potential career growth within our Personal Lines organization.

What's in it For You? Training and Development: 6-8 weeks of initial comprehensive virtual training (instructor-led and self-study) followed by ongoing training, coaching and mentorship Starting pay: Starting at $21.51/hour; Conversion Salary is $43,500 to The Hanover. Schedule: Hours of Operation are 8:00am – 6:00pm EST, Monday – Friday. Your daily 7.75-hour shift (38.75-hours/week) will be determined after training is complete. Shifts remain static after they are assigned but are eligible for adjustment in the future. Must be located within EST or CST time zones. Benefits: Yes, visit our Randstad website here. You may review Hanover’s benefits here.

Responsibilities:

• Receive inbound calls from agents, policyholders and field representatives in a dynamic call center environment

• Timely manage an individual diary of pending items requiring follow-up via email or outbound phone call

• Accurately interpret and verify new and renewal policy transactions, policy coverages and policy changes for agents

• Communicate underwriting guidelines to agents

• Respond to simple as well as complex billing inquiries from agents and policyholders

• Provide agents and policyholders with technical support and troubleshooting on The Hanover’s systems

• Partner with others within Personal Lines to resolve policy or billing related issues

• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program

• Make process improvement recommendations related to procedures, workflows and systems

• Participate in special assignments and perform other duties as needed

Skills:

• Call Center Support
• Active Listening
• Telephone Etiquette
• Follow-up
• Basic Computer Skills
• Typing Skills
• Empathy
• Time Management
• Customer Service

Qualifications:

• Years of experience: 1 year
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.