Service Center Representative - MountainOne - North Adams

Position: Service Center Representative

Reports to: Personal Lines Supervisor

Grade: 102

Supervises: None

Location: North Adams or Pittsfield Insurance Office 

The pay range for this role is $20.00 to $23.50 an hour dependent upon qualifications and experience. 

Job Summary:

Provide a friendly and helpful “first impression” for clients in-person and over the phone. Must be outgoing and team oriented. This multi-task position is mainly responsible for prompt, courteous, professional service to clients calling into the Agency.

Primary Responsibilities:

• Answer incoming calls and emails promptly and professionally.
• Manage time effectively to minimize wait times and maximize productivity.
• Process policy changes for Account Managers
• Resolve customer billing inquiries and service issues efficiently.
• Provide product, service, or policy information as needed.
• Log call details accurately in Agency Management system.
• Follow scripts or workflows when applicable.
• Escalate unresolved or complex issues to the appropriate department.
• Conduct outbound follow-up calls when necessary to ensure resolution.
• Notify customers of status updates, delays, or confirmations.
• Issue binders and proof of insurance to lenders.
• Backup to front desk coordinator during lunches and vacations.

Secondary Responsibilities:

• Take payments from clients and post them on company websites.
• Stamp RTA’s and enter appropriate activities into agency management system.
• Assist Account Managers as needed.
• Backup to other processors when they are out of the office. 
• Projects for clean-up or update of the computer system as needed.
• Any other duties which are required by management.

Qualifications:

•  High School Diploma. 
•  Ability to learn insurance work methods and procedures.
•  Ability to verbally effectively present information to clients, company, and agency staff.
•  Ability to be self-motivated, provide problem-solving capabilities and prioritize multiple tasks.
•  Commitment to the company’s culture and established service standards.
•  Ability to deal with and show discretion in confidential matters.
•  25% availability to travel outside of 25-mile radius and report to any office.
•  Ability to sit, drive, bend, answer the phone, and perform computer input.