Service Operations Representative - West Coast Coverage

Berkshire Hathaway GUARD Insurance Companies; Wilkes-Barre (Luzerne County); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Hybrid schedule

Predictable hours

Generous PTO

Medical, dental & vision starting day

401(k), tuition reimbursement & lon ge

Job summary

Berkshire Hathaway GUARD Insurance Companies in Wilkes-Barre, PA is seeking a Service Operations Representative to support underwriting by handling real time endorsement requests from partner agents through webchat and to manage underwriting workflow in our proprietary system.

The role requires excellent communication, attention to detail, and a customer-first mindset. The schedule is 11:00 a.m. – 7:30 p.m. ET with a hybrid work pattern and opportunities for growth.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree preferred or proven experience in customer service, preferably with insurance or underwriting environments.
• Strong attention to detail and ability to interpret and apply underwriting criteria accurately.
• Excellent written and verbal communication skills, with the ability to explain context information clearly.
• Demonstrated problem solving skills and sound judgement making.
• Ability to de-escalate high pressure situations and determine if further escalation is necessary.
• Comfortable working independently and collaboratively within a team.

Responsibilities

• Handle incoming chats from partner agents and internal contacts to resolve underwriting inquiries for 1 or 2 lines of business.
• Process endorsement requests from partner agents and clients that come through our proprietary workflow system for 1 or 2 lines of business
• Review and apply underwriting directives to changes in force commercial lines policies.
• Attend ongoing underwriting and service operations training to stay informed and ensure compliance.
• Assist internal and external customers with system issues related to the underwriting process, such as quoting and submitting change requests.

Skills

Customer service orientation

Attention to detail

Written and verbal communication

Problem solving

De-escalation

Independent and collaborative work

Education

High school diploma or equivalent

Bachelor’s degree preferred

Job description

Overview

Good Things Start Here. Good things are happening at Berkshire Hathaway GUARD Insurance Companies—an A+ (Superior) rated, nationwide Property & Casualty insurer backed by Berkshire Hathaway. With supportive leadership, collaborative teams, and opportunities to grow, GUARD is a place where people build meaningful, long‑term careers. Good Things You Can Count On.

• Hybrid schedule: 2 days remote / 3 in‑office
• Predictable hours (no nights, weekends, or holidays)
• Competitive pay + generous PTO
• Medical, dental & vision starting day one
• 401(k), tuition reimbursement & longevity bonuses

Responsibilities

TheService Operations Representative position will support underwriting by handling real time endorsement requests from our partner agents through webchat contacts, ensuring customer satisfaction. Additionally, the individuals in this role will be responsible for handling underwriting operational workflow through our proprietary system. This role requires excellent communication and analytical skills, patience, and a customer-first mindset. What you'll do:

• Handle incoming chats from partner agents and internal contacts to help resolve underwriting inquiries for 1 or 2 lines of business.
• Handle endorsement requests from partner agents and clients that come through our proprietary workflow system for 1 or 2 lines of business
• Utilize company underwriting directives to review and process changes in force commercial lines policies.
• Attend ongoing underwriting and service operations training to stay informed and ensure compliance.
• Assist internal and external customers with system issues related to the underwriting process, such as quoting and submitting change requests.

Qualifications

• High school diploma or equivalent required

• Bachelor’s degree preferred orproven experience in customer service, preferably with insurance or underwriting environments.

• Strong attention to detail and ability to interpret and apply underwriting criteria accurately.

• Excellent written and verbal communication skills, with the ability to explain context information clearly.

• Demonstrated problem solving skills and sound judgement making.

• Ability to de-escalate high pressure situations and determine if further escalation is necessary.

• Comfortable working independently and collaboratively within a team.

• Requires an 11:00 a.m. – 7:30 p.m. ET schedule to provide coverage for West Coast operations

Pay Rate:

Starting rate of pay is $19.93 per hour for this position in Wilkes‑Barre, PA.

This role is based out of the Wilkes-Barre location. The successful candidate is expected to work in one of our offices 3 days per week.

Interview Integrity Notice: Berkshire Hathaway GUARD is committed to a fair and consistent hiring process. Candidates are expected to participate independently in interviews. Unauthorized recording, transcription, AI note-taking, or AI interview assistance tools may not be used during interviews without prior approval.