Customer Service Representative I

buildersmutual; Raleigh (NC); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation and a bonus

3 weeks PTO plus birthday off

37.5-hour workweek

Professional development via BuildersU

Everyday Wins recognition

8 paid Volunteer Time Off

Comprehensive benefits

Job summary

Builders Mutual is seeking a Customer Service Representative to join our Raleigh team. This hybrid role requires handling inbound calls and emails from policyholders and agents while delivering an exceptional customer experience.

As part of a collaborative, growth-oriented environment, you will use CRM and policy processing systems, contribute to service improvements, and uphold our commitment to teamwork and community.

Qualifications

• 2+ years in a CSR role in a contact or call center.
• Experience in insurance preferred.
• Strong customer service principles and decision-making.
• Proficient with MS Office and CRM systems.

Responsibilities

• Handle inbound calls and emails from policyholders and agents.
• Maintain service levels per center schedule and ensure high satisfaction.
• Use CRM to suggest improvements for customer experience.
• Meet quality assurance and productivity expectations.
• Demonstrate proficiency in systems like ImageRight, C.0, BOB 2.0, CRM, and phone systems.

Skills

CSR experience

Customer service

CRM systems

MS Office

Communication

Education

High school diploma

BA/BS degree preferred

Tools

CRM systems

ImageRight

BOB 2.0

Policy processing systems

Job description

At Builders Mutual, we believe in the power of teamwork to get the job done right. Every day, our team delivers comprehensive commercial insurance and trusted safety solutions to protect and advance the unique needs of the contractor community. Rooted in teamwork, inclusion, expertise, and community, we work together to serve better, achieve more, and build lasting impact.

The OPPORTUNITY

Leverage your customer service experience and join our team as a Customer Service Representative! We are seeking an experienced CSR to assist customers with inbound calls to provide an exceptional customer experience on each call. The CSR will have a broad knowledge base of all functional areas in the company and can navigate seamlessly from one system to another. The Customer Service Representative should have a strong customer-focused attitude and the ability to thrive in a team environment. Because the success of our company is rooted in teamwork, the way we care about the people we work with and serve, this hybrid role will work in our Raleigh office a minimum of two days with the flexibility of working from home the remaining three days.

Your WORK as a Customer Service Representative will make a difference by:

• Providing exceptional customer service in a fast-paced environment including inbound calls and emails from policyholders and agents according to service standards and procedures; call types will require knowledge of all lines of business, all states, policy level research and agency level research.
• Adhering to Customer Contact Center schedule to ensure call service levels are met and customer satisfaction remains high.
• Using CRM tool to consistently bring forward suggestions to enhance the customer experience.
• Consistently meeting expectations of quality assurance program and productivity standards.
• Shows full proficiency in all systems and program, including ImageRight, C.0, BOB 2.0, CRM, and phone systems

Skills to get the JOB done RIGHT:

• 2+ years of experience in a CSR role, in a contact or call center environment
• Previous insurance industry experience is preferred
• Minimum of high school diploma, BA/BS degree preferred
• Strong knowledge of customer service principles, including sound decision-making and negotiating skills.
• Strong PC computer (MS Office, Outlook) skills; knowledge of policy processing systems, imaging systems and/or CRM systems is a plus.
• Excellent customer relationship management skills required.
• Ability to learn quickly and adapt to a changing environment
• The desire to succeed in a call center environment

Your Employee Experience at Builders Mutual: At Builders Mutual, we're intentional about creating a workplace where people can do meaningful work, feel supported by leaders who care, and grow their careers with confidence. Great workplaces don't just happen - they're built with intention. You'll also be part of a team where people show up as themselves, support one another, and take pride in what we're building together.

• Competitive compensation and a performance bonus program
• 3 weeks of PTO to start, plus your birthday off
• A 37.5-hour workweek, with Fridays ending at 2:30 PM
• Professional development through Builders University
• Everyday Wins recognition with swag and extra time off
• 8 paid Volunteer Time Off (VTO) hours to give back
• Comprehensive benefits that support your wellbeing today and your future tomorrow