Customer Service Representative - Hybrid

Randstad USA; Howell (MI); On-site; USD 61,992,000 - 71,635,000; Full time

Benefits offered by this job

Medical insurance

Dental

Vision

401k

Short-term disability

Life insurance

Job summary

Randstad in partnership with The Hanover Insurance Group is hiring Insurance Solutions Specialists to join the Commercial Lines CSC team on a temp-hire basis at either Worcester, MA or Howell, MI offices. The role focuses on delivering timely service to Agents, policyholders, and vendors across a multi-state territory.

Responsibilities include handling calls, explaining coverage, and processing policy changes while meeting productivity and adherence goals.

Qualifications

• Minimum 2 years of relevant experience.
• Strong written and verbal communication skills.
• Ability to handle inbound calls and data entry efficiently.
• Proficient with MS Office and insurance concepts.

Responsibilities

• Handle inbound calls and emails from customers and Agents regarding billing, coverage, and policy changes.
• Explain policy coverage and provide accurate insurance guidance.
• Initiate outbound calls to retain business and discuss optional coverages.
• Underwrite small business policy changes within authority and review exposures.
• Meet productivity goals and adhere to scheduled shifts and adherence targets.
• Upsell coverages and collect information for cross-sell opportunities.

Skills

Inbound Calls

MS Office

Written Communication

Creative Solutions

Insurance

Customer Service

Data Entry

Education

High School (required)

Job description

Randstad in partnership with The Hanover Insurance Group are actively hiring multiple Insurance Solutions Specialists to join their Commercial Lines team on a temp-hire basis located at the corporate offices in either Worcester, MA or Howell, MI. The Hanover Insurance Group is an industry leading Property Casualty Insurance Co. with over 170 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 Insurance offers a collaborative environment that fosters development and growth.

What's in it For You? Career Development: Six-month temp to hire employment offering comprehensive job training and continued mentorship ongoing. Expectation is that total compensation increases upon successfully meeting requirements for permanent employment with The Hanover.

Hourly Pay Rate:

• Licensed Insurance Solutions Specialist: $25/hour
• Unlicensed Insurance Solutions Specialist: $22/hour
• Expectation is that total compensation increases upon successfully meeting requirements for permanent
• employment with The Hanover.

Schedule: Monday-Friday 8:00am - 4:30pm EST (during training for the first 8-9 weeks); Monday-Friday between 10:00am – 9pm EST (10:00-6:30pm, 10:30-7:00pm, 11:00-7:30pm, 11:30-8pm, 12:00-8:30, or 12:30-9:00 pm) you will be assigned a shift (after training) averaging 38.75 hours/week. Seniority based Shift bid capabilities after 6 months.

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

P&C Agent License: A Property and Casualty Insurance license is required within the first 30 days. Hanover will pay for the employee to attend the licensing class and will cover the cost for the initial licensing test. The P & C license is a requirement of this position and continuation of employment is dependent on keeping the P & C license current. Failure to do so may result in termination of your employment with The Hanover.

Position Overview/Summary: As an Insurance Solutions Specialist in the Commercial Lines CSC team, you will be responsible for managing customer contact and for providing timely, quality service to Agents, commercial policy holders, and vendors by phone in a multi- state territory. This includes making policy changes, explaining coverage, updating company records and may include underwriting small business policies.

Responsibilities

• Handles incoming calls and emails from customers and Agents regarding moderate to complex billing questions (i.e.misapplied funds, billing breakdowns, etc.), coverage questions, policy change requests and Certificates of Insurance.
• Interprets and explains policy coverage; counsels, educates and provides accurate insurance advice through researching and resolving problems.
• Initiates calls to customers for the purpose of retaining their business, offering optional limits and deductibles and gathering information to properly assess the insurance exposures and risks.
• Underwrites risk (within authority level) for policy changes and each time there is communication with the
• customer.
• Be able to make outbound calls to current customers to review current coverages, upsell additional coverages and
• limits and obtain leads for cross-sell opportunities.
• After an acclimation period, Insurance Solutions Specialists are expected to meet a Productivity goal. This includes handling a combined average of 28 incoming calls and emails per day.
• In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured. Team members are expected to meet a 94% adherence goal. Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches and breaks, etc.

Skills

• Inbound Calls
• MS Office
• Written Communication
• Creative Solutions
• Insurance
• Customer Service
• Data Entry

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Experience

• Experienced
• 2 years

Education

• High School (required)