Customer Service Representative - Personal Lines

plymouthrock; Boston (MA); On-site; USD 45,000 - 51,000; Full time

Benefits offered by this job

Paid time off

Holidays

Floating holidays

Onsite gym

Tuition reimbursement

Health insurance

Wellness program

Insurance discounts

401(k) matching

Parental leave

Professional development

Commuter benefits

Job summary

Plymouth Rock is seeking a Customer Service Representative in Boston to handle inbound calls from customers, agents, and third parties. You will process policy changes and manage multiple tasks in a fast-paced environment, delivering first-call resolution with strong product knowledge.

Ideal candidates have strong communication, organizational, and analytical skills, plus a bachelor's or associate degree. The role offers comprehensive benefits and on-site gym access at the Boston location.

Qualifications

• Above average interpersonal, listening, communication and organizational skills.
• Good analytical and decision-making skills.
• High energy and motivation to follow up and take ownership.
• Bachelor's or associate Degree

Responsibilities

• Research customer and agent inquiries and elevate issues to Supervisor as needed.
• Accurately enter and update policy information in a timely fashion and handle phone inquiries.
• Manage time efficiently and handle multiple tasks in a fast-paced work environment.
• Answer questions regarding policies, coverages and premiums; assume ownership for thorough follow up on all contacts.
• Deliver first call resolution and make it easy for the customer.
• Perform research and initiate changes/corrections to customer’s policies according to established procedures and sound business judgment.
• Meet and/or exceed the expectations of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge.

Skills

Interpersonal skills

Communication skills

Organizational skills

Analytical skills

Decision making

Ownership

Education

Bachelor's or Associate Degree

Job description

As a Customer Service Representative, you will work in a dynamic environment where professionalism and commitment to a team environment is highly valued. Representatives manage inbound calls from our customers, agents, and third parties. The representative will also process policy change requests and work independently on project assignments, so attention to detail is essential. Representatives are expected to exercise good judgment, flexibility and friendliness in their interactions.

Responsibilities:

• Research customer and agent inquiries and elevate issues to Supervisor as needed.
• Accurately enter and update policy information in a timely fashion in accordance with established procedure and handle phone inquiries.
• Manage time efficiently and handle multiple tasks in a fast-paced work environment.
• Answer questions regarding policies, coverages and premiums; assume ownership for thorough follow up on all contacts.
• Deliver first call resolution and make it easy for the customer.
• Perform research and initiate changes/corrections to customer’s policies according to established procedures and sound business judgment.
• Meet and/or exceed the expectations of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge.

Qualifications:

• Above average interpersonal, listening, communication and organizational skills
• Good analytical and decision‑making skills
• High energy and motivation to follow up and take ownership
• Bachelor's or associate Degree

Benefits & Perks:

• 4 weeks accrued paid time off + 8 paid national holidays per year & 2 Floating Holidays
• Free onsite gym at our Boston Location
• Tuition Reimbursement
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Convenient location directly across from South Station and Pre‑Tax Commuter Benefits

Salary Range:

The pay range for this position is $45,000 - $50,500 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

About Plymouth Rock

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid‑Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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