Customer Service Representative

SPECTRAFORCE; Worcester (MA); Hybrid; USD 38,000 - 46,000; Full time

Benefits offered by this job

Pay rate $21.50/hr

Job summary

SPECTRAFORCE is seeking a Service Representative for the Commercial Lines Customer Service Center in Worcester, MA. You will assist insurance agents, policyholders, and internal teams via phone and email.

The role handles COIs, ID cards, and various policy servicing tasks, with training and a hybrid schedule. Temp-to-hire with potential conversion to permanent after 6 months.

Qualifications

• 2+ years of customer service experience.
• Strong verbal and written communication skills.
• Experience in a fast-paced environment with high-volume calls.

Responsibilities

• Respond to customer requests via phone, email and other channels.
• Process COI and ID card requests.
• Manage multiple CSC Outlook mailboxes and support policy servicing activities.
• Meet productivity and schedule adherence goals.

Skills

Customer service

Verbal communication

Written communication

Detail-oriented

Team collaboration

Education

College degree preferred

Job description

Location- Worcester, MA | Howell, MI (Hybrid)

Employment Type: Temp-to-Hire

Duration: 6 Months, with potential conversion to permanent

Schedule:

• Training: Monday-Friday, 8:30 AM-5:00 PM for the first 2-4 weeks
• After Training: Monday-Friday, either 9:30 AM-6:00 PM or 10:30 AM-7:00 PM

Position Overview:

The Service Representative will join the Commercial Lines Customer Service Center and provide timely, high-quality service to insurance agents, commercial policyholders, vendors, and internal partners primarily through phone and email.

The role will involve handling customer inquiries, processing Certificates of Insurance (COIs) and ID card requests, managing email requests, making outbound calls, and supporting various commercial insurance policy servicing activities.

Key Responsibilities:

• Respond to customer requests received through phone, email, and other communication channels.
• Handle inbound and outbound calls from:
• Commercial policyholders
• Insurance agents
• Internal teams and peers
• Monitor and index multiple CSC Outlook mailboxes.
• Make outbound calls related to:
• New Business
• Renewals
• Customer Satisfaction
• Process a high volume of Certificate of Insurance (COI) requests.
• Complete Certificate of Insurance and ID card requests within established service-level expectations.
• Handle First Party Collections calls and email requests as needed.
• Follow up on Returned Mail calls and email requests.
• Provide accurate, professional, and timely customer service.
• Answer telephone inquiries related to commercial insurance policies and certificate requests.
• Meet established productivity goals after the initial acclimation/training period.
• Maintain a minimum 94% schedule adherence, including:
• Start/end of shifts
• Lunch periods
• Scheduled breaks
• Maintain quality and accuracy across customer interactions and policy servicing activities.
• Participate in monthly quality reviews for recorded calls and certificate processing.

Key Performance Measures:

Success in this role will be measured based on:

• Customer Service
• Quality
• Productivity
• Schedule Adherence

Required Qualifications:

• 2+ years of customer service experience or related experience preferred.
• Strong verbal and written communication skills.
• Excellent active listening and interpersonal skills.
• Ability to communicate effectively with different audiences.
• Strong attention to detail and accuracy.
• Ability to work effectively in a team-oriented environment.
• Ability to work in a fast-paced, high-volume environment.
• Comfortable using computers and standard office applications.
• Ability to learn and navigate proprietary software and online resources.

Preferred Qualifications:

• College degree preferred but not required.
• Experience in Commercial Lines insurance.
• Knowledge of Commercial Rating.
• Experience with Agency Customer Service.
• Previous experience handling insurance policy servicing requests.
• Experience processing Certificates of Insurance (COIs).

Technical/Systems Requirements:

• Proficiency using a personal computer and standard office equipment.
• Ability to learn and operate proprietary insurance systems.
• Ability to navigate online resources and multiple communication platforms.
• Experience working with email-based customer service processes is preferred.

Work Environment & Physical Requirements:

• Ability to work in a fast-paced customer service environment.
• Ability to sit and/or stand for extended periods, approximately 75-90% of the workday.
• Ability to manage a structured schedule and maintain high schedule adherence.
• Ability to work collaboratively within a dynamic team environment.
• At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. The pay rate for this position is $21.50/hr.