Service Representative

Worcester, MA - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

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: Worcester MA 01653

Duration: 6 Months

Job Type: Temporary Assignment

Work Type: Hybird

Shift Timings: Monday Friday 8:30am-5:00pm (during training for the first 2-4 weeks)
Monday Friday 9:30am-6:00pm OR 10:30am-7:00pm (after training 3 days onsite and 2 days remote Hybrid)

Job Description:

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/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.

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: Worcester MA 01653 Duration: 6 Months Job Type: Temporary Assignment Work Ty...