Customer Service Agent - Hybrid

Randstad in partnership with The Hanover Insurance Group are actively hiring multiple Service Agents to join their  Commercial Lines Ops team on a temp-hire basis located at the corporate office Worcester, MA. 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. 

What's in it For You? 

Career Development: Six-month temp to hire employment offering comprehensive job training and continued mentorship ongoing. Expectation is that total compensation increases upon successfully meeting requirements for  permanent employment with The Hanover. 

Hourly Pay Rate: Licensed Service Agents: $24/hours and Unlicensed Service Agents: $22/hour; expectation is that total  compensation increases upon successfully meeting requirements for permanent employment with The Hanover.  Schedule: Monday-Friday 8:00am - 4:30pm EST (during training for the first 8-9 weeks); Monday-Friday between  10:00am – 9pm EST (10:00-6:30pm, 10:30-7:00pm, 11:00-7:30pm, 11:30-8pm, 12:00-8:30, or 12:30-9:00 pm) you will be  assigned a shift (after training) averaging 38.75 hours/week. Seniority based Shift bid capabilities after 6 months. Benefits: Yes, Randstad offers major medical insurance, dental, vision and 401k. 

P&C Agent License: A Property and Casualty Insurance license is required within the first 90 days. Hanover will pay for  the employee to attend the licensing class and will cover the cost for the initial licensing test. The P & C license is a  requirement of this position and continuation of employment is dependent on keeping the P & C license current. Failure  to do so may result in termination of your employment with The Hanover. 

Position Overview/Summary: 

As a Service Agent in the Commercial Lines Ops team, you will be responsible for managing customer contact and for  providing timely, quality service to Agents, commercial policy holders, and vendors by phone in a multi-state territory.  This includes making policy changes, explaining coverage, updating company records and may include underwriting  small business policies. 

Responsibilities/Essential Functions: Primary Focus 

• Handles incoming calls and emails from customers and Agents regarding moderate to complex billing questions (i.e.  misapplied funds, billing breakdowns, etc.), coverage questions, policy change requests and Certificates of  Insurance.  

• Interprets and explains policy coverage; counsels, educates and provides accurate insurance advice through  researching and resolving problems.  

• Initiates calls to customers for the purpose of retaining their business, offering optional limits and deductibles and  gathering information to properly assess the insurance exposures and risks.  

• Underwrites risk (within authority level) for policy changes and each time there is communication with the  customer.  

• Be able to make outbound calls to current customers to review current coverages, upsell additional coverages and  limits and obtain leads for cross-sell opportunities.  

• After an acclimation period, Service Agents are expected to meet a Productivity goal. This includes handling a  combined average of 28 incoming calls and emails per day.  

• 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. 

• Service Agents have an Average Handle time goal following acclimation. This measures the time it takes to handle  incoming calls and processing work within a specified handle time.  

• All our calls are recorded for Quality purposes, Quality is reviewed monthly.  

Secondary Focus: 

• Participates in industry organizations and events. 

• May meet with Agents, and Branch Underwriters to explain the CL Customer Service Center program  and maintain working relationship. 

• May assist in training other team members. 

Required Skills and Experience: 

• College Degree preferred, but not required.  

• Customer Service, Call Center, Data Entry, and/or Insurance experience preferred.  

• P&C Agent’s license (must be acquired within 90 days of hire). Completion of annual continuing education  requirements to maintain license is required. 

• Demonstrated professional telephone etiquette. 

Physical Demands & Work Environment: 

• Ability to use a computer and other standard office equipment. 

• Ability to sit and/or stand for extended periods. 

• Ability to work in a fast paced, changing environment. 

• Ability to perform work in a dynamic environment.