Associate Life Customer Service Representative

Amica Insurance is America's oldest mutual insurer of automobiles, focusing on providing exceptional customer service. The Associate Life Customer Service Representative will handle telephone contact calls involving routine policy changes and ensure outstanding customer service by developing proficiency in Amica Life products and services.

Responsibilities

• Develop proficiency in all aspects of Amica Life products and services within the first six months of employment
• Gain expertise in routine coverage, financial, and policy maintenance changes within the first six months
• Address customer questions and policy inquiries based on your level of knowledge
• Recommend suitable solutions, procedures, and actions for customers, according to your level of expertise
• Handle additional customer requests as needed
• Strive to meet and exceed sales/service goals set by your supervisor, including call quality, lead referrals, average call length, attendance, and schedule adherence
• Occasionally assist with system testing
• Perform other duties as required

Skills

• A High School Diploma (or equivalent) is required
• A professional and enthusiastic demeanor, along with a pleasant telephone manner
• Effective active listening skills are essential
• The ability to probe effectively to ensure appropriate resolution using fundamental customer service skills, such as empathy, a willing and helpful attitude, and the capability to resolve inquiries
• The capability to multitask, such as data entry while handling calls
• Strong communication, organizational, and time management abilities
• The ability to maintain composure and handle customers in situations requiring tact and diplomacy
• Excellent interpersonal skills
• Strong verbal communication skills including diction, grammar, and tone
• The capacity to handle confidential information
• A commitment to expanding knowledge of life insurance and developing leadership skills through on-the-job training, educational courses, and seminars
• Preferably, 1-2 years of previous experience in customer service, retail, or any customer-facing role

Benefits

• Medical, dental, vision coverage, short- and long-term disability, and life insurance
• Paid Vacation – you will receive at least 13 vacation days in the first 12 months, amounts could be greater depending on the role. While able to use prior to accrual, vacation time will accrue monthly.
• Holidays - 14 paid holidays observed
• Sick time - 6 days sick time at hire, 6 additional days sick time at 90 days of employment
• Generous 401k with company match and immediate vesting. Additionally, annual 3% non-elective employer contribution
• Annual Success Sharing Plan - Paid to eligible employees if company meets or exceeds combined ratio, growth and/or service goals
• Generous leave programs, including paid parental bonding leave
• Student Loan Repayment and Tuition Reimbursement programs
• Generous fitness and wellness reimbursement
• Employee community involvement
• Strong relationships, lifelong friendships
• Opportunities for advancement in a successful and growing company
• Work from home may be available up to two days a week once trained to work independently.

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