Customer Experience & Policy Support Specialist

Plymouth Rock Assurance; Boston (MA); On-site; USD 45,000 - 51,000; Full time

Benefits offered by this job

4 weeks accrued paid time off + 8 paid

Free onsite gym

Tuition Reimbursement

Low cost and excellent coverage health

Robust health and wellness program

Auto and home insurance discounts

Matching gift opportunities

Annual 401(k) Employer Contribution

Paid Family leave options

Professional development resources

Commuter benefits

Job summary

Plymouth Rock Assurance in Boston is seeking a Customer Service Representative to handle inbound calls from customers, agents and third parties, and to process policy changes with careful attention to detail. You will also work independently on projects, ensuring accurate data entry and timely follow-up.

The role emphasizes delivering high-quality customer service, cross‑team collaboration, and strong product knowledge, with opportunities for growth and professional development.

Qualifications

• Above average interpersonal, listening, communication and organizational skills.
• Good analytical and decision‑making skills.
• High energy and motivation to follow up and take ownership.
• Bachelor's or associate Degree.

Responsibilities

• Research customer and agent inquiries and elevate issues to Supervisor as needed.
• Accurately enter and update policy information in a timely fashion in accordance with established procedure and handle phone inquiries.
• Manage time efficiently and handle multiple tasks in a fast-paced work environment.
• Answer questions regarding policies, coverages and premiums; assume ownership for thorough follow up on all contacts.
• Deliver first call resolution and make it easy for the customer.
• Perform research and initiate changes/corrections to customer’s policies according to established procedures and sound business judgment.
• Meet and/or exceed the expectations of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge.

Skills

Interpersonal skills

Listening skills

Communication skills

Organizational skills

Analytical skills

Decision making

High energy

Ownership

Education

Bachelor’s degree

Associate degree

Job description

Plymouth Rock Assurance in Boston is seeking a Customer Service Representative to handle inbound calls from customers, agents and third parties, and to process policy changes with careful attention to detail. You will also work independently on projects, ensuring accurate data entry and timely follow-up.

The role emphasizes delivering high-quality customer service, cross‑team collaboration, and strong product knowledge, with opportunities for growth and professional development.