Hybrid Insurance Customer Service Specialist

Berkley One (a Berkley Company); Scottsdale (AZ); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid work schedule

Competitive compensation

Paid time off

Wellness benefits

Health savings account

Profit sharing

401k

Paid parental leave

Employee stock purchase plan

Tuition assistance

Professional continuing education

Job summary

Berkley One is seeking a Customer Service Representative to join our Phoenix, AZ or Wilmington, DE contact center. This hybrid role offers 4 days in office and 1 day remote when feasible, operating 8:00 AM - 8:00 PM ET, Monday–Friday.

You’ll handle policy servicing across multiple channels, delivering superior service to high-net-worth clients and broker partners. The successful candidate will bring 2+ years of front-line customer service experience, strong communication, and a proactive

Qualifications

• High school education or equivalent required.
• 2+ years experience delivering high-quality customer service in a fast-paced call center environment.
• Excellent written and verbal communication skills across multiple channels (phone, chat, email).
• Strong problem-solving, and interpersonal skills.
• Demonstrated ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Proficiency with technology and ability to quickly learn new systems and platforms.
• Commitment to teamwork, continuous improvement, and operational excellence.
• Proficiency with technology and Microsoft Office required.

Responsibilities

• Deliver timely, accurate, and high-quality service to customers and broker partners across multiple communication channels.
• Manage inbound inquiries and service requests with a focus on professionalism, responsiveness, and resolution.
• Process policy transactions including quotes, endorsements, cancellations, and payment activities with a high degree of accuracy.
• Maintain detailed and compliant documentation of all customer and agent interactions.
• Verify identities in accordance with regulatory and security protocols.
• Serve as a key resource for agents, providing guidance on policy inquiries and supporting quote-to-bind activities.
• Provide technical assistance and training related to internal systems, including policy administration, billing, and claims platforms.
• Demonstrate empathy and professionalism when supporting customers through sensitive situations, including first notice of loss.
• Proactively manage follow-ups and ensure timely completion of open service itemsCollaborate with internal stakeholders to resolve complex issues and elevate as appropriate.
• Consistently achieve performance metrics related to productivity, quality, and service standards.
• Contribute to continuous improvement efforts, including process optimization initiatives and innovation programs.
• Support a culture of service excellence aligned with Berkley's brand and values.

Skills

Customer service

Communication

Problem solving

Multichannel communication

Teamwork

Technology proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Berkley One is seeking a Customer Service Representative to join our Phoenix, AZ or Wilmington, DE contact center. This hybrid role offers 4 days in office and 1 day remote when feasible, operating 8:00 AM - 8:00 PM ET, Monday–Friday.

You’ll handle policy servicing across multiple channels, delivering superior service to high-net-worth clients and broker partners. The successful candidate will bring 2+ years of front-line customer service experience, strong communication, and a proactive