Services Representative

Randstad USA; Howell (MI); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Training and mentorship

Temp-to-hire program with pay increase

Job summary

Randstad, partnering with The Hanover Insurance Group, is hiring a Customer Service Representative in Worcester, MA for a temp-to-hire role at Hanover's corporate headquarters. You will handle inbound calls and emails about billing, certificates of insurance, and policy servicing, with outbound follow-ups for new business and renewals.

Training is provided, with a structured schedule and opportunities for pay increases upon permanent hire.

Qualifications

• 2+ years in customer service; commercial rating/agency knowledge is a bonus.
• Excellent written and verbal communication with professional phone etiquette.
• Proficient in using proprietary software and online tools.

Responsibilities

• Respond to calls and emails regarding billing, certificates of insurance, and policy servicing.
• Make outbound calls for new business, renewals, and customer satisfaction.
• Process certificate and ID card requests within service levels.
• Collaborate in a team focusing on service, quality, and productivity.

Skills

Active Listening

Telephone Etiquette

Empathy

Adapting to Change

Basic Software Skills

Basic Computer Skills

Follow-up

Typing Skills

Education

High School

Job description

Launch Your Career in Insurance with a Top Workplace! Are you a customer service rockstar looking for long-term career growth? Randstad has partnered with The Hanover Insurance Group- a Forbes Top Employer with over 170 years of rich history to hire Customer Service Representatives in Worcester, MA!

Location: Worcester, MA.

This is an exciting Temp-to-Hire role located at Hanover's corporate headquarters.

What’s in It for You?

• Competitive Pay: $21.50/hour (average 38.75 hours/week).
• Career Advancement: 6-month temp-to-hire program with comprehensive training, ongoing mentorship, and pay increase expectations upon permanent hire.
• Great Benefits: Major medical, dental, and vision insurance options available through Randstad.
• Predictable Schedule: Monday-Friday schedule (Training: 8:00 AM-4:30 PM EST; post-training options from 8:30 AM to 7:00 PM EST with shift-bid capabilities after 6 months).

What You'll Do As a Customer Service Representative, you’ll deliver top-tier support to agents, commercial policyholders, and vendors:

• Manage inbound calls and emails regarding billing, certificates of insurance, and policy servicing.
• Make outbound outreach calls for new business, renewals, and customer satisfaction.
• Complete certificate and ID card requests accurately and within service level expectations.
• Collaborate in a dynamic team environment focused on service, quality, and productivity.

What We’re Looking For

• Experience: 2+ years in customer service (Commercial Rating/Agency CS knowledge is a bonus!).
• Communication: written and verbal communication skills with professional phone etiquette.
• Tech Skills: Proficiency operating and interpreting proprietary software and online tools.
• Education: College degree preferred, but not required.

salary: $20 - $21.5 per hour

shift: First

work hours: 8 AM - 7 PM

education: High School

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, 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.
• 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.

Skills

• Active Listening
• Telephone Etiquette
• Empathy
• Adapting to ChangeBasic Software Skills
• Basic Computer Skills
• Follow-up
• Typing Skills

Qualifications

• Years of experience: 0 years
• 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.

Experience

• Entry Level

Education

• High School (required)