Service Representative - Hybrid

Randstad USA; Worcester (MA); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Major medical insurance

Dental and vision

401K plan

Job summary

Randstad USA, in partnership with The Hanover Insurance Group, seeks Service Representatives for the Commercial Lines Customer Service Center in Worcester, MA. This temp-to-hire role offers training, full-time hours, and a path to permanent employment with benefits.

Responsibilities include handling calls and emails, issuing certificates of insurance, and servicing customer needs for agents and policyholders, with scheduling that begins Monday–Friday and progresses after training.

Qualifications

• 1 year of experience in a related role.
• Entry Level position with basic office tech skills.
• Ability to communicate clearly by phone and email.

Responsibilities

• Respond to customer requests via phone and email.
• Handle certificate of insurance and billing inquiries.
• Index multiple CSC Outlook mailboxes and perform outbound calls.
• Provide timely, quality service to agents and policyholders.
• Meet productivity goals after acclimation period.
• Support other policy servicing items as needed.

Skills

Active Listening

Follow-up

Empathy

Telephone Etiquette

Typing Skills

Basic Computer Skills

Call Center Support

Customer Service

Education

High School (required)

Job description

Randstad in partnership with The Hanover Insurance Group are actively hiring multiple Service Representatives to join their Commercial Lines Customer Service Center team on a temp to hire basis, located at their corporate office in Worcester, MA. The Hanover Insurance Group is an industry leading Property & Casualty Insurance Co. with over 170 years of rich history and tradition. Recognized as One of America's Top Employers (Forbes) and A Best Places to Work (Business Insurance) The Hanover Insurance offers a collaborative environment that fosters development and growth. What's in it For You?

• Career Development: Six-month temp to hire employment offering comprehensive job training and continued mentorship ongoing. Expectation is that total compensation increases upon successfully meeting requirements for permanent employment with The Hanover.
• Compensation: $21.50/hour; averaging 38.75 hours per week
• Flexible Schedule: Monday-Friday 8:00am - 4:30pm EST (during training for the first 6-7 weeks);
• Monday – Friday, 8:30pm-5pm, 9am-5:30pm, 9:30am-6:00pm OR 10:30am-7:00pm (after training) you will
• be assigned a shift averaging 38.75 hours/week. Seniority based Shift bid capabilities after 6 months.
• Benefits: Yes, Randstad offers major medical insurance, dental and vision

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

Responsibilities

• 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, inbound phone calls related to billing and certificates, 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 andAgents for certificate, billing
• and other general 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.

Skills

• Active Listening
• Follow-up
• Empathy
• Telephone Etiquette
• Typing Skills
• Basic Computer Skills
• Call Center Support
• Customer Service

Qualifications

• Years of experience: 1 year
• Experience level: Entry Level

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Experience

• Entry Level
• 1 year

Education

• High School (required)