Service Center Specialist

The Service Center Specialist is responsible for supporting and retaining our personal lines insurance customers on behalf of our independent agency partners by delivering exceptional service, providing expert guidance, and maintaining a thorough understanding of our core products, including auto, homeowners, and umbrella.

RESPONSIBILITIES

• Develop and maintain in-depth product knowledge of core personal lines of products (Auto, Homeowner, Umbrella) across all states we operate (NJ, PA, MA, CT, NY, NH).
• Accurately enter and update policy information in various processing systems.
• Respond to customer inquiries regarding coverage, premiums, and policy changes via phone and other channels.
• Provide first-call resolution with minimal customer effort, ensuring a seamless experience.
• Work effectively under pressure and adapt to changing priorities.
• Consistently meet or exceed customer and agent expectations by delivering professional, knowledgeable, and efficient service.
• Quote and sell personal lines products to both new and existing clients
• Conduct renewal reviews and recommend appropriate policy adjustments based on customer needs.
• Support onboarding of new team members and development of peers through coaching and guidance.
• Support de-escalating calls
• Perform policy research and initiate corrections or updates using sound judgment and established procedures.
• Identify and resolve potential underwriting concerns for both new and existing policies.
• Perform other duties as assigned.

QUALIFICATIONS

SALARY RANGE

The pay range for this position is $54,000 to $72,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

PERKS & BENEFITS

ABOUT THE COMPANY

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A- / Excellent”.