Auto Claims & Customer Care Specialist

plymouthrock; Farmington (CT); On-site; USD 45,000 - 51,000; Full time

Benefits offered by this job

4 weeks paid time off

Tuition reimbursement

Health insurance from Day 1

Wellness program

Auto & home insurance discounts

401(k) employer contribution

Paid family leave

Licensure assistance

Job summary

Plymouth Rock seeks a Customer Service & Claims Associate to join our Personal Lines team. You will be the first point of contact for customers, agents, and reporting parties, assisting with policy questions, accident reporting, and auto claims creation.

Training is provided to develop product knowledge and service excellence. You’ll handle inquiries via phone, email, text, and chat, maintain accurate records, and build strong relationships across customers and peers.

Qualifications

• Associate or bachelor's degree preferred (or working towards degree).
• Minimum of 1 year of overall work experience preferred.
• Excellent verbal and written communication skills.
• Ability to listen actively, show empathy, and support customers with patience and tact.
• Strong problem-solving skills and the ability to identify and address customer needs.
• Comfortable working in a fast-paced environment supporting a growing customer base.
• Ability to work effectively in a team environment.
• Core hours are 8-4, 9-5, 10-6 Monday – Friday, with rotating Saturdays from 9-2.

Responsibilities

• Provide exceptional customer service.
• Serve as the initial point of contact for customers or reporting parties following an auto accident.
• Support customer inquiries through multiple channels, including phone, email, text, and chat.
• Actively listen to customers, demonstrate empathy, and respond with professionalism and courtesy.
• Create new auto claims files efficiently and accurately, create a detailed and natural handoff to claims experts.
• Confirm initial coverage details and provide clear, concise information.
• Use critical thinking and problem-solving skills to identify customer needs and provide effective solutions.
• Accurately update and maintain customer, policy, and claim information.
• Build positive relationships with customers, agents, claim representatives, and peers.
• Adapt quickly to changing processes, systems, and customer needs.
• Work efficiently in a fast-paced environment while maintaining high-quality customer experience.

Job description

Plymouth Rock seeks a Customer Service & Claims Associate to join our Personal Lines team. You will be the first point of contact for customers, agents, and reporting parties, assisting with policy questions, accident reporting, and auto claims creation.

Training is provided to develop product knowledge and service excellence. You’ll handle inquiries via phone, email, text, and chat, maintain accurate records, and build strong relationships across customers and peers.