Customer Service Representative - Hybrid

Randstad, in partnership with The Hanover Insurance Group, are actively seeking multiple Agency Services Associates to join their Personal Lines Agency Support Team. This exciting opportunity is hybrid out of the Worcester, MA or the Howell, MI offices. The Hanover Insurance Group is an industry leading Property & Casualty Insurance Co. with over 160 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.

Position Overview/Summary:

As a member of the Agency Support Team, you will work with our independent insurance agents, policyholders and field partners within a call center environment to create outstanding service experiences. The Agency Support Team functions as an extension of our agents’ offices by providing assistance related to personal lines insurance policies, premium billing and technical support.

By joining our team, you can expect to take part in an initial comprehensive virtual training program that will prepare you for success. You will learn our service philosophy, receive both systems and skills training and benefit from ongoing coaching and mentorship that will position you well for potential career growth within our Personal Lines organization.

What's in it For You?

Training and Development: 6-8 weeks of initial comprehensive virtual training (instructor-led and self-study) followed by ongoing training, coaching and mentorship

Starting pay: Starting at $21.51/hour; Conversion Salary is $43,500 to The Hanover.

Schedule: Hours of Operation are 8:00am – 6:00pm EST, Monday – Friday.  Your daily 7.75-hour shift (38.75-hours/week) will be determined after training is complete.  Shifts remain static after they are assigned but are eligible for adjustment in the future. Must be located within EST or CST time zones.

Benefits: Yes, visit our Randstad website here. You may review Hanover’s benefits here.

Responsibilities / Essential Functions:

• Receive inbound calls from agents, policyholders and field representatives in a dynamic call center environment

• Timely manage an individual diary of pending items requiring follow-up via email or outbound phone call

• Accurately interpret and verify new and renewal policy transactions, policy coverages and policy changes for agents

• Communicate underwriting guidelines to agents

• Respond to simple as well as complex billing inquiries from agents and policyholders

• Provide agents and policyholders with technical support and troubleshooting on The Hanover’s systems

• Partner with others within Personal Lines to resolve policy or billing related issues

• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program

• Make process improvement recommendations related to procedures, workflows and systems

• Participate in special assignments and perform other duties as needed

Key Measures of Success:

• Motivated by taking full ownership to help others, solve problems and create lasting positive impressions

• Driven to be proficient with service delivery and quality metrics, insurance policy concepts, billing practices and technical troubleshooting skills

• Comfortable working in a dynamic and structured call center operations environment

• Receptive to coaching and feedback; flexible and adaptable to change; able to overcome obstacles

• Thrives in a remote or an in-office working environment

Position Requirements:

• Experience of up to 2 years in a customer service environment and role; call center experience is beneficial. Remote work experience preferred

• Bachelor’s degree preferred; High School diploma/GED required

• To work remotely, hardwired Ethernet connections speeds of 10 mbps upload and 50 mbps download are required.

• Excellent telephone etiquette and service delivery skills

• Strong communication skills and effective listening abilities

• Effective organizational and time-management techniques

• Exhibit patience and a positive outlook when working with agents and policyholders

• Contribute to an environment of collaboration, accountability, respect and empowerment

• Proficient with navigating personal computers and standard business software; able to learn call center and insurance industry specific software applications

• Able to commit to the entirety of the virtual training program

Physical Demands & Work Environment:

• Able to use a personal computer as well as call center software applications and wear a wired headset

• Able to sit for extended periods (75% - 90%) while receiving and handling incoming phone calls

• Able to meet performance expectations and internet speed requirements in a dynamic remote work environment