Call Center Representative - Hybrid

Randstad Enterprise; Howell (MI); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Major medical insurance

Dental

Vision

401k

Job summary

Randstad, in partnership with The Hanover Insurance Group, seeks a Claims Service Representative to join the Claims Customer Service Center in Worcester, MA or Howell, MI.

You will be the first point of contact for customers experiencing losses, representing the Hanover brand with empathy and guiding interactions to resolution.

Qualifications

• Associate’s degree or working towards your associate’s degree is strongly preferred
• Typically 1-3 years of experience in the service, financial or hospitality industry preferred
• Six months to one year of call center and/or office experience required
• Troubleshooting experience desired
• Self-starter
• Energetic, positive and professional attitude
• Proficiency in using and toggling between multiple computer applications, dual screens, and MS Office Suite products
• Excellent written and verbal communication skills
• Seeks to collaborate and promotes inclusion and respect
• Dedicated to meeting the expectations and requirements of internal and external customers
• Understands the importance of teamwork and developing and maintaining cooperative relationships
• Exhibits service behaviors that include empathy and patience when communicating with customers
• Ability to meet and/or exceed established goals within set training timeline

Responsibilities

• Respond to electronically and phone submitted claim losses and first notice of loss calls from claimants, insureds and other parties
• Respond to calls on established claims in a polite, professional and empathetic manner and determine appropriate course of action
• Perform rental reservation, appraisal assignments, Express Claim shops, Towing and water mitigation activities
• Transcribe loss information into the company’s network generating an electronic claim file
• Apply basic communication to interpret caller inquiries and offer options
• Initiate claim activities using established workflows
• Recognize coverages and processing requirements and related claims systems
• Learn to identify claims and takes appropriate actions
• Contacts vendor to arrange language services for interpretation and translation

Skills

Communication

Customer service

Teamwork

Empathy

Adaptability

Attention to detail

MS Office

Education

Associate degree

Tools

MS Office Suite

Job description

Randstad in partnership with The Hanover Insurance Group is actively seeking Claims Service Representatives to join their Claims Customer Service Center on a temp to perm basis, at their office in Worcester, MA or Howell, MI. The Hanover Insurance Group is an industry leading property and casualty insurance company 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 offers a collaborative, inclusive environment committed to each employee’s development and growth.

It’s not just a job, it’s a career, and we are here to support you every step of the way.

As a Claims Service Representative, you will play a vital role in The Hanover's success by helping our customers when they are in need. You will be the first point of contact a customer has when they experience an unexpected loss to their vehicle, home or business. In that critical moment, you represent the Hanover brand in your ability to respond with empathy so our customers can get back on the road, back in their home and/or back in business as easily as possible. Guided by your manager, you will provide general assistance to agents, insureds, and claimants, matching their needs with our services using provided scripts to assist you in serving our customers.

What's in it For You?

Career Development

Average 4-6 month temp to hire employment; robust training and development, on-the-job experiences, personalized coaching and ongoing mentorship. Must meet metrics for conversion eligibility.

Pay Rate

Starting at $20.00 /hour; pay advancement upon temp to hire conversion ($42,315 conversion salary).

Flexible Schedule

Monday-Friday 8:30am-5:00pm. After training is complete, shifts will remain Monday - Friday 8:30 am PT – 5:00 pm PT and shared responsibility of Saturday rotation from 8:30 - 5:00 pm (Two Saturdays per month rotation).

Benefits

Yes, Randstad offers major medical insurance, dental, vision, and 401k

Responsibilities

• Respond to electronically and phone submitted claim losses and first notice of loss calls from claimants, insureds and other parties
• Respond to calls on established claims in a polite, professional and empathetic manner and determine appropriate course of action
• Perform rental reservation, appraisal assignments, Express Claim shops, Towing and water mitigation activities
• Utilize established scripts, transcribes personal or commercial loss damage, or injury information into the company’s network generating an electronic claim file
• Applies basic communication skills to interpret caller’s inquiries and offers available options
• Utilizes established workflows to initiate claim activities as required
• Recognizes coverages, claim processing requirements and related claims systems
• Learns to identify claims and takes appropriate actions
• Contacts vendor to establish language services for language interpretation and translation

Skills and Experience

• Associate’s degree or working towards your associate’s degree is strongly preferred
• Typically 1 -3 years of experience in the service, financial or hospitality industry preferred
• Six months to one year of call center and/or office experience required
• Troubleshooting experience desired
• Self-starter
• Has an energetic, positive and professional attitude
• Proficiency in using and toggling between multiple computer applications, dual screens, and MS Office Suite products (Word/Excel, Outlook, SharePoint, Teams); Independent use of provided resources
• Excellent written and verbal communication skills
• Seeks to collaborate and promotes inclusion and respect
• Dedicated to meeting the expectations and requirements of internal and external customers
• Understands the importance of teamwork and developing and maintaining cooperative relationships
• Exhibits service behaviors that include empathy and patience when communicating with customers. Ability to deal with conflict effectively
• Disciplined to follow scripts, while showing initiative to seek additional information as needed
• Demonstrates attention to detail
• Agile and adapts to new, different, or changing situations, requirements, or priorities
• Shares knowledge, skills, and expertise with others; collaborates with others
• Ability to meet and/or exceed established goals within set training timeline

Physical Demands & Work Environment

• Ability to use a personal computer, call center phone and other standard office equipment
• Ability to sit and/or stand for extended periods (75%-90%)
• Able to perform in a dynamic/fast paced work environment