Apply on Employer Site

OnDek Solutions · 1 day ago

Service Representative (Commercial Insurance)

Worcester, Massachusetts, United States

Full-time

Hybrid

Entry Level

$20/hr - $20/hr

2+ years exp

OnDek Solutions is actively hiring Service Representatives to join their Commercial Lines Customer Service Center team in Worcester, MA. The role involves managing customer contact and providing timely service to agents, policy holders, and vendors primarily through phone and email.

Management Consulting

Responsibilities

Respond to customer requests from a variety of sources and handle calls & email from policyholders, agents, peers or others

This team primarily handles indexing several CSC Outlook mailboxes, makes outbound callouts for New Business, Renewal and Customer Satisfaction calls, and completes a large volume of Certificate of Insurance Requests

Other areas of focus could include, 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

May answers telephone inquiries from Commercial lines policy owners and Agents for certificate requests

Completes certificate of insurance and ID card requests within service level expectations

After an acclimation period, Service Representatives are expected to meet a productivity goal. This goal varies based on focus

In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured. Team members are expected to meet a 94% adherence goal. Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches and breaks, etc

All our calls are recorded for Quality purposes, Call and Certificate Quality is reviewed monthly

Qualification

Customer ServiceCommercial RatingProprietary SoftwareTelephone EtiquetteWritten CommunicationOral CommunicationActive ListeningTeamworkFast-paced Environment

Required

Proficiency in operating and interpreting proprietary software programs. Possesses the knowledge to access all applicable on-line resources

Demonstrated strong written and oral communication skills including active listening skills with an ability to tailor the content to the specific audience

Demonstrated professional telephone etiquette

Demonstrated ability to work well within a team environment

Ability to use a personal computer and other standard office equipment

Ability to work in a fast-paced environment

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

Able to perform in a dynamic teamwork environment

Preferred

College degree preferred but not required

Typically have 2 or more years of related experience in the areas of Customer Service. Preferred working knowledge of Commercial Rating and Agency Customer Service

Benefits

Career Development: Six-month temp to hire employment offering comprehensive job training and continued mentorship ongoing. Expectation is that total compensation increases upon successfully meeting requirements for permanent employment.

Flexible Hybrid Schedule: Monday – Friday 8:30am-5:00pm (during training for the first 2-4 weeks); Monday – Friday 9:30am-6:00pm OR 10:30am-7:00pm (after training, 3 days onsite and 2 days remote Hybrid)