Service Center Associate

Plymouth Rock Assurance; Boston (MA); On-site; USD 48,000 - 59,000; Full time

Benefits offered by this job

Free onsite gym at our Boston location

Tuition reimbursement

Health insurance from day 1

401(k) employer contribution

Job summary

Plymouth Rock Assurance is seeking a Service Center Associate in Boston to provide exceptional service to policyholders through our independent agency partners. You will advise on Auto, Homeowners, Umbrella, and Flood policies, entering data accurately and ensuring a positive customer experience with our products and systems.

The role emphasizes first-call resolution, upselling opportunities, and proactive maintenance of policy information.

Qualifications

• Handle a high volume of inbound and outbound calls with professionalism.
• Strong interpersonal, listening, communication, and organizational skills.
• Intermediate MS Office skills and general PC proficiency.

Responsibilities

• Provide excellent service to policyholders for Auto, Home, Umbrella, and Flood insurance.
• Enter and update policy information in processing systems; handle inquiries about coverage and premiums.
• Aim for first-call resolution and low customer effort.
• Quote, sell and cross-sell personal lines products to clients by phone, internet, or written requests.
• Conduct renewal reviews and address any insurance gaps with customers.

Skills

Communication skills

Interpersonal skills

Phone etiquette

Time management

Spanish language (bonus)

Education

Bachelor's degree

MA Property & Casualty license preferred

Tools

MS Office Suite

Job description

As a Service Center Associate, your main responsibility is to provide excellent service to our insurance policyholders on behalf of our independent agency partners. This includes suitable advising and counseling for personal automobile, homeowners, umbrella, and flood insurance for existing customers. Bring your knowledge, problem-solving, and expertise to this role by creating a positive customer experience with our innovative products and systems.

Company Culture

We believe that happy employees create happy customers. Our team is committed to fostering a positive, inclusive, and collaborative workplace where employees are supported, encouraged to grow, and empowered to deliver excellent customer experiences every day.

Essential Functions And Responsibilities

• Develop and maintain complete product knowledge of all three lines of business (Auto, Homeowner and Umbrella) and for all states across all regions (NJ, PA, MA, CT, NY and NH).
• Accurately enter and update policy information into the various processing systems and handle phone inquiries regarding coverage and premiums.
• Deliver first call resolution and a low customer effort.
• Demonstrate high energy and motivation to follow up and take ownership.
• Maintain flexibility and demonstrate the ability to work under pressure.
• Meet and/or exceed the expectation of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge.
• Quote and sell new personal lines products to prospective clients, up-sell and cross-sell existing clients via phone, internet and written request.
• Conduct periodic renewal reviews with policyholders and provide recommendations to address potential insurance gaps.
• Perform research and initiate changes/corrections to customer’s policies according to established procedures and sound business judgment.
• Identify and resolve potential underwriting issues in new and existing business.
• Develop and foster Agent/Company Relationships.
• Update marketing and various management tracking reports as assigned.
• Engage in proactive team efforts to achieve departmental and company goals.
• Demonstrate willingness and ability to learn new functions within the Customer Solutions Center.
• Assist other departments when the need arises.
• Perform other duties as assigned.

Qualifications & Education

• Must be able to handle a high volume of in-bound and out-bound calls within time standards while maintaining a professional demeanor.
• Above average interpersonal, listening, communication, and organizational skills.
• Intermediate MS Office skills required. Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• The ability to work full-time flexible or changing schedules is a critical aspect of this department.
• Personal Lines experience and/or training; or equivalent combination of education and experience.
• Hours of operation are 8:00 am-7:00 pm Monday-Friday (you will only be required to work an 8-hour shift).
• Spanish-language fluency a plus.
• Sales-related experience a plus.
• Bachelor's degree (B. A.) from a four-year college or university; or two to three years related Personal Lines experience and/or training; or equivalent combination of education and experience.
• MA Property and Casualty license preferred. If not currently licensed, candidate must receive license within 60 days of hire.

Perks & Benefits

• 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 $48,000 - $58,500 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

About The Company

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 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.