Customer Service Representative

Merchants Mutual Insurance; Buffalo (NY); Hybrid; USD 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid work schedule

Flexible work arrangements

Generous PTO

Job summary

Merchants Insurance Group in Buffalo, NY is seeking a Customer Service Representative to support policyholders and agents via phone and email in a hybrid environment.

The role focuses on billing inquiries, payments, and accurate data entry, with two in-office days weekly and flexible remote days, offering a competitive pay scale and comprehensive benefits.

Qualifications

• High school diploma or GED required.
• Minimum one year of customer service and/or insurance experience.
• Ability to handle billing inquiries and work in a fast-paced environment.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Office.

Responsibilities

• Provide billing support to policyholders and agents by phone, email, and fax.
• Research and resolve billing inquiries within 24 hours.
• Process electronic payments and ensure proper documentation.
• Collaborate with internal teams to improve customer service.

Skills

Customer service

Communication

Education

High school diploma / GED

Tools

Microsoft Office

Job description

Description

Customer Service Representative

Hybrid Work Schedule

Merchants Insurance Group, is a leading Property and Casualty Insurer in the Northeast and is looking for an experienced Customer Service Representative for our Buffalo, NY location.

The Customer Service Representative will become part of a dedicated Customer Service team focusing on building and maintaining effective relationships with the various customers through effectively and efficiently responding to billing inquiry calls and capturing billing information.

Merchants Insurance Group is rated A- (Excellent) with a stable outlook by A.M. Best and is consistently recognized as a top employer and high-performing organization. Recent honors include:

• Best Places to Work in Western New York (Buffalo Business First, 2023-2026)


• Fast Track Company (2019-2025) and Top Private Company (2019-2025)


• Ward’s 50® top-performing property-casualty insurer (2021-2024)


• Ivans Spark Award for Innovation (2024-2025)


• Named to Newsweek and Statista’s America’s Most Reliable Companies list (2025), ranked among the top 300 of 1,500 B2B organizations evaluated

We offer a hybrid work schedule, requiring two full days per week in the office, with flexibility to work remotely or onsite the remaining days. This model supports collaboration while providing flexibility and work-life balance.

Essential Duties and Responsibilities include, but are not limited to:

• Provides customer service to policyholders and agents over the phone at a level that is consistent with Merchants Insurance Group’s Billing and Customer Service quality and production goals.


• The Customer Service Representative will be the primary contact with agents, policyholders and internal colleagues. Will provide assistance with researching and resolving all billing inquiries via incoming telephone calls, mail, email and fax inquiries from agents, policyholders or regional offices within 24 hours of the inquiry.


• Responsible for processing electronic payments for both insureds and agents.


• Ensures payment calls are properly recorded and documented within ImageRight.

Qualifications & Skills:

• The ideal candidate will be a high school graduate or GED.


• A minimum of one year customer service experience and/or insurance experience.


• Experience in a fast-paced work environment.


• Excellent communication skills both oral and written.


• Microsoft office experience along with proven organizational skills are required.

Merchants Insurance Group Pay information:

Merchants Insurance Group offers a competitive pay scale. The estimated salary for this role ranges from $19.00 - $23.00 hourly based on leveling and geography, along with an equity component and a comprehensive benefits package. This range is merely an estimate; actual compensation may deviate from this range based on skills, experience and qualifications.

Merchants Insurance Group Benefits:

• Welcoming and positive work environment


• Flexible work arrangements, including flex scheduling and summer hours.


• Hybrid work schedule. The Hybrid work schedule will require two full days per week in the office, with the option to work the remaining days per week at home or in the office


• Flexible work arrangements, including flex scheduling and summer hours


• Competitive pay scale


• Generous paid time off package


• Full Benefits: Health, Dental, Vision, Life Insurance, Short Term Disability, 401(k) employer match amount is 100% up to 6% of your annual contributions. You are immediately 100% vested in the employer match dollars


• Outstanding company bonus program


• Tuition Reimbursement

And many more exciting company benefits!!

Merchants Insurance Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Merchants Insurance Group supports a safe workplace through pre-employment background screenings.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.