Outbound Customer Service Representative

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Outbound Customer Service Representative

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    Outbound Customer Service Representative
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Are you looking to get back to work ASAP? We have a client located in Marlboro, MA looking for a Customer Service Representative on a contract to hire basis. 

Hours: M-F 9am-5pm with a 30min lunch

Job Summary

The Customer Service Specialist position is responsible for answering and resolving insured and agent telephone calls while maintaining a positive relationship with each contact, with a goal of constantly exceeding service expectations.  This position will also initiate follow-up calls and letters, track and process returned mail, and provide information on the insurance policy by explaining coverage and types of policies. 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Understand the P&C insurance processes from insured and client perspective
  • Follow underwriting guidelines provided for assigned client company, maintain client guidelines with updates
  • Follow general processing procedures provided by Activer Solutions
  • Process high volumes of calls and frequent procedural changes with accuracy rate of 98% or better against Service Level Agreement deadlines
  • Manage workload, using time appropriately
  • Establish and maintain positive relationships with clients through friendly, customer-oriented service
  • Utilize client system of record to access and relay information to verified callers, and document all conversations to the policy record
  • Troubleshoot and identify apparent deviations in normal activities which may indicate potential problems within the system and/or workflow
  • Establish and build critical client relationships, with a goal of constantly exceeding service expectations.
  • Initiate follow-up calls and letters.
  • Assist with special projects and other duties as assigned


Required Education and experience

  • A minimum of 2 years customer service experience, preferably in an insurance company or agency environment
  • Proven track record of exceptional dedication to provide friendly, customer-oriented service. 
  • Demonstrated communications skills, both orally and in writing, and strong interpersonal skills 
  • Must be detail oriented and able to multitask.

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