Customer Care Representative

The Plymouth Rock Group of Companies writes and manages more than $1 billion in personal and commercial auto and homeowner’s insurance across the Northeast, including a substantial premium volume in New Jersey. We pride ourselves on setting standards of service excellence in dealings with customers, agents and our employees that are difficult for others in the industry to match.

GENERAL PURPOSE OF JOB

The primary purpose of the Customer Care Representative is to answer agent and insured phone inquiries for a highly service oriented organization. The representative will also process policy change requests in addition to working on independent project assignments. Participation in other underwriting integrity projects is expected. ESSENTIAL DUTIES AND RESPONSIBILITIESMeet and/or exceed the expectations of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge. Accurately enter and update policy information into the various processing systems and handle phone inquiries. Develop and foster Agent/Company Relationships. Ability to identify Red Flags and refer them to the Underwriting Department for further investigation. Daily processing of manual renewals, RQ Interface and RQ endorsements.Actively participate in projects related to the Matrix suite of systems including departmental business impacts specific to the new system and those created by the existence of multiple systems. OTHER DUTIES AND RESPONSIBILITIESComply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources. Participate in proactive team efforts to achieve departmental and company goals. Provide leadership to others through example and sharing of knowledge/skill. EDUCATION and EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; and/or two to four years of Call Center/Customer Service experience; or equivalent combination of education and experience. REASONING ABILITYAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve practical problems and deal with a variety of concrete variables in standardized situations. COMPUTER OPERATIONS

Intermediate personal computer skills including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc. PLANNING/ORGANIZATION

Handle multiple tasks simultaneously. CERTIFICATES, LICENSES, REGISTRATIONS

New Jersey Property & Casualty License preferred, but not required.ADDITIONAL INFORMATION

Must have excellent interpersonal skills, and ability to work in a team environment.

Candidate must be willing to work in a call center environment.

Strong attention to detail needed for underwriting integrity projects.

 

What We Offer

The Plymouth Rock Companies place a heavy emphasis upon quality of life and “goodness of fit”. We seek people who have a customer service orientation (i.e., who make an effort to listen to and to understand both internal and external customers, anticipate customer needs, and give high priority to customer satisfaction), pay attention to the feelings and needs of others, and manifest a strong bias for action. We insist on the utmost integrity.  We offer a highly competitive base salary, a very generous package of benefits, and a thriving, stable workplace.