Customer Service Representative (Hybrid)

NYCM; Town of Edmeston (NY); Hybrid; USD 39,000 - 59,000; Full time

Benefits offered by this job

Shift differential

Mileage reimbursement

Paid time off

401K match

Paid holidays

Wellness program

Fitness center

Job summary

NYCM Insurance seeks a Customer Service Representative for a hybrid role, two days in the office and the rest from home. Training is four months, Mon-Fri 8:30-5:00, with a hybrid format. The role offers a market range of $39,300 to $58,951 and comprehensive benefits including 401K, PTO, and wellness programs.

Applicants must have a high school diploma and provide excellent service. The CSR will handle inquiries, document transactions, and support with claims, accounts, and underwriting

Qualifications

• High school diploma or equivalent required.
• Strong customer service orientation and professionalism.
• Excellent communication and listening skills.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Handle an average of 5 phone calls per hour.
• Develop and maintain knowledge of company processes in claims, accounts, underwriting, distribution and brand.
• Document all transactions and interactions in company systems.
• Assist with special projects and new procedures as needed.
• Assist with new hire training and interdepartmental shadowing.

Skills

High service orientation

Excellent communication

Multitasking

Technical literacy

Active listening

Education

High school diploma or equivalent

Tools

Call center software

Job description

Customer Service Representative (Hybrid)

Hybrid Role: Two days/week in office, the remainder of the week from home.

Training: Temporary training schedule Mon-Fri 8:30-5:00 for approximately 4 months. The training is also hybrid. Permanent schedule begins upon completion of training program.

Market Range 3 / 40 hours per week / $39,300 - $58,951

Accepting applications until 9/23/2026

• 1. Tuesday to Saturday 9:30am to 6:00pm
• 2. Tuesday to Saturday 11:30am to 8:00pm
• 3. Tuesday to Saturday 10:30am to 7:00pm
• 4. Monday to Friday 12:30pm to 9:00pm
• 5. Tuesday to Saturday 12:30pm to 9:00pm

*If your shift does not include working weekends, you will be placed on a weekend rotation. This will include a Saturday every 4-6 weeks for 4 hours.

• Shift differential-10% on top of all your hours worked once you are working your required shift.
• Mileage Reimbursement
• Paid Time Off
• Employee Education Programs with incentives
• Wellness Program with incentives
• 401K Defined Contribution Plan w/up to 8% match
• 12 Paid holidays year (flexible options for Customer Service Reps)
• Make-up time
• Fitness Center (Edmeston & Sherburne locations)
• Potential bonus based on company performance
• Yearly evaluations

The Customer Service Representative (CSR) is often the first point of contact with NYCM. This is our opportunity to create lasting impressions through courtesy and professionalism. The CSR provides each customer a positive experience while making personal connections, delivering accurate information and striving for first call resolution. The CSR embraces our company culture with enthusiasm while thriving in a fast paced call center. It is our vision to build lasting relationships one customer at a time! Every interaction is an opportunity to touch someone’s life. The smallest positive gesture can turn around the worst moments.

Duties & Responsibilities:

A Customer Service Representative is expected to handle an average of 5 phone calls/hour.

Develop and maintain a vast knowledge and understanding of company processes and procedures within claims, accounts, underwriting, distribution and brand, in automobile, homeowner, mobile home, commercial, umbrella and all other lines of business that may apply.

• Respond, interact, and communicate as a highly skilled insurance professional with prompt, accurate information.
• Connect with the customers by utilizing active listening skills to understand the personality and needs of the caller.
• Clearly and accurately document all transactions and interactions in the company systems.
• Obtain and/or process policy changes or quotes as requested by insureds, agents, lending institutions, automobile dealerships, and all other customers as appropriate.
• Review cancelled insurance policies due to nonpayment for possible reinstatement.
• Communicate details on use of the NYCM web site, including MyAccount, Agent Lobby, and Mobile App.
• Assist teammates with questions or escalated calls.
• Assist with special projects, new procedures and/or enhancements to existing procedures as needed (monthly to quarterly).
• Assist with new hire training and/or interdepartmental shadowing.
• Other duties as assigned.

Experience & Education:

• High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position.

Qualifications/Skills:

• High service orientation with positive outlook.
• Intermediate personal computer skills, including electronic mail, routine database activity, word processing.
• Knowledge and understanding of call center software.
• Excellent communication and listening skills.
• Ability to multi-task.
• Critical thinking skills.
• Attention to detail with ability to make quick and accurate decisions.
• Team oriented and the ability to work independently.

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.