Job Description
Service Representative – Commercial Lines Insurance
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Location: Worcester, MA or Howell, MI – Hybrid
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Employment Type: Temp-to-Hire
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Duration: 6 months, with potential conversion to permanent
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Position Overview
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We are seeking a Service Representative to join our Commercial Lines Customer Service Center. This role will provide timely, professional, and high-quality service to commercial insurance agents, policyholders, vendors, and internal partners primarily through phone and email.
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The ideal candidate will have strong customer service skills, excellent attention to detail, and preferably experience with Commercial Lines insurance, Property & Casualty (P&C), policy servicing, and Certificates of Insurance (COIs).
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Schedule
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Training:
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Monday–Friday, 8:30 AM–5:00 PM for the first 2–4 weeks
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After Training:
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Monday–Friday, one of the following schedules:
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- 9:30 AM–6:00 PM
- 10:30 AM–7:00 PM
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Key Responsibilities
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- Provide professional and timely customer service through phone, email, and other communication channels.
- Handle inbound and outbound calls from commercial policyholders, insurance agents, vendors, and internal teams.
- Respond to customer and agent inquiries regarding commercial insurance policies and servicing requests.
- Process a high volume of Certificates of Insurance (COIs) and ID card requests.
- Complete certificate and ID card requests within established service-level expectations.
- Monitor and index multiple CSC Outlook mailboxes.
- Manage incoming email and Voice Email requests.
- Make outbound calls related to new business, renewals, and customer satisfaction.
- Handle First Party Collections calls and email requests as needed.
- Follow up on Returned Mail calls and email requests.
- Maintain a high level of accuracy and quality across customer interactions and policy servicing activities.
- Meet established productivity goals following the training/acclimation period.
- Maintain a minimum 94% schedule adherence, including scheduled start/end times, lunch, and breaks.
- Participate in monthly quality reviews for recorded calls and certificate processing.
- Work collaboratively with internal teams and other business partners.
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Required Qualifications
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- 2+ years of customer service or related experience preferred.
- Strong verbal and written communication skills.
- Excellent active listening and interpersonal skills.
- Professional telephone etiquette.
- Strong attention to detail and accuracy.
- Ability to communicate effectively with different audiences.
- Ability to work effectively in a team-oriented environment.
- Comfortable working in a fast-paced, high-volume customer service environment.
- Proficiency with computers and standard office applications.
- Ability to learn and navigate proprietary insurance systems and online resources.
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Preferred Qualifications
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- Experience in Commercial Lines insurance.
- Property & Casualty (P&C) insurance experience.
- Experience with Commercial Rating.
- Agency Customer Service experience.
- Previous insurance policy servicing experience.
- Experience processing Certificates of Insurance (COIs).
- Experience supporting insurance agents and commercial policyholders.
- College degree preferred, but not required.
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