Service Representative.

TekWissen LLC; Howell (MI); Hybrid; USD 34,000 - 46,000; Part time

Benefits offered by this job

Hybrid work schedule

Equal opportunity employer

Job summary

TekWissen Group seeks a Service Representative for a six-month Temp Assignment in Howell, MI. The role supports the Commercial Lines team by handling customer contacts—phone and email—and issuing certificates of insurance, with a focus on timely, quality service.

The position is hybrid (2-3 days remote), Mon-Fri 8:30am-5:00pm, requiring 2+ years in customer service and strong communication skills. Teamwork and professional phone etiquette are essential.

Qualifications

• Typically 2+ years of related experience in customer service.
• Preferred working knowledge of Commercial Rating and Agency Customer Service.
• Proficiency in operating proprietary software programs.
• Strong written and oral communication skills including active listening.
• Demonstrated ability to work well within a team environment.

Responsibilities

• Respond to customer requests via phone and email from policyholders, agents, peers, or others.
• Handle calls and emails, issue certificates of insurance, and other policy servicing items.
• Meet productivity goals and adhere to daily schedules; maintain 94% adherence when applicable.
• Work within a structured shift pattern to cover incoming calls and emails.

Skills

Customer service

Excellent communication

Active listening

Teamwork

Telephone etiquette

Education

College degree preferred but not required

Tools

Proprietary software programs

Job description

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

Job Title: Service Representative

Work Location: Howell, MI, 48843 /Worcester, MA 01653

Job Type: Temporary Assignment

Work Type: Hybrid (2-3 days per week remote)

Duration: 6 Months

Shift Timings:Mon - Fri (8:30am-5:00pm)

Job Description:

Job Summary:

• As a Service Representative in the Commercial Lines team, you will be responsible for managing customercontact
• And for providing timely, quality service to Agents, commercial policy holders, and vendors primarily byphone and email.
• This includes handling incoming/outbound phone calls, issuing certificates of insurance, and other policy servicing items.

Responsibilities/Essential Functions:

• Respond to customer requests from a variety of sources and handle calls & email from policyholders,agents, peers, or others.
• This team primarily handles indexing several CSC Outlook mailboxes, makes outbound callouts for New Business, Renewal and Customer Satisfaction calls, and completes a large volume of Certificate of Insurance Requests.
• Other areas of focus could include
• First Party Collections calls/emails, Returned Mail calls/email requests and incoming Voice emails.
• Provide timely, quality service to Agents, commercial policy holders, and vendors.
• May answers telephone inquiries from Commercial lines policy owners and Agents for certificate requests.
• Completes certificate of insurance and ID card requests within service level expectations.
• After an acclimation period, Service Representatives are expected to meet a Productivity goal.
• This goal varies based on focus.
• In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured.
• Team members are expected to meet a 94% adherence goal.
• Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches, and breaks, etc.
• All our calls are recorded for Quality purposes, Call and Certificate Quality is reviewed monthly.

Key Measures of Success:

• Service
• Quality
• Productivity

Education and Experience:

• College degree preferred but not required.
• Typically have 2 or more years of related experience in the areas of Customer Service.
• Preferred working knowledge of Commercial Rating and Agency Customer Service.
• Proficiency in operating and interpreting proprietary software programs. Possesses the knowledge to access all applicable on-line resources.
• Demonstrated strong written and oral communication skills including active listening skills with an ability to tailor the content to the specific audience.
• Demonstrated professional telephone etiquette.
• Demonstrated ability to work well within a team environment.
• Physical Demands & Work Environment:
• Ability to use a personal computer and other standard office equipment.
• Ability to work in a fast-paced environment.
• Ability to sit and/or stand for extended periods (75%-90%).
• Able to perform in a dynamic teamwork environment.

TekWissen Group is an equal opportunity employer supporting workforce diversity.