Customer Service & First Report Claims Associate

We are seeking a smart, driven, and customer-focused Customer Service & Claims Associate to join our growing Personal Lines team. In this role, you will be responsible for delivering exceptional service to customers, agents, and reporting parties through phone, email, text, and chat. This position supports both customer service inquiries and reporting an accident and filing of a claim. You will serve as an important first point of contact for customers, assisting with policy-related questions, gathering information after an auto accident, and helping create an exceptional customer experience. No prior insurance experience is required. Extensive paid training and ongoing support will be provided to help you build strong knowledge of our auto insurance products, systems, and customer service practices. This is a rewarding full-time opportunity with competitive benefits, career growth potential, and the chance to develop valuable communication, and problem-solving skills.

Company Culture

We believe that happy employees create happy customers. Our team is committed to fostering a positive, inclusive, and collaborative workplace where employees are supported, encouraged to grow, and empowered to deliver excellent customer experiences every day.

Essential Duties and Responsibilities

• Provide exceptional customer service.
• Serve as the initial point of contact for customers or reporting parties following an auto accident.
• Support customer inquiries through multiple channels, including phone, email, text, and chat.
• Actively listen to customers, demonstrate empathy, and respond with professionalism and courtesy.
• Create new auto claims files efficiently and accurately, create a detailed and natural handoff to claims experts.
• Confirm initial coverage details and provide clear, concise information.
• Use critical thinking and problem-solving skills to identify customer needs and provide effective solutions.
• Accurately update and maintain customer, policy, and claim information.
• Build positive relationships with customers, agents, claim representatives, and peers.
• Adapt quickly to changing processes, systems, and customer needs.
• Work efficiently in a fast-paced environment while maintaining high-quality customer experience.

Qualifications & Education:

• Associate or bachelor's degree preferred (or working towards degree)
• Minimum of 1 year of overall work experience preferred.
• Excellent verbal and written communication skills.
• Ability to listen actively, show empathy, and support customers with patience and tact.
• Strong problem-solving skills and the ability to identify and address customer needs.
• Comfortable working in a fast-paced environment supporting a growing customer base.
• Ability to work effectively in a team environment.
• Self-motivated with a commitment to continuous learning and improvement in customer service practices.
• Core hours are 8-4, 9-5, 10-6 Monday - Friday, with rotating Saturdays from 9-2. Shift placement dependent on needs of the business

Perks & Benefits:

• 4 weeks accrued paid time off + 8 paid national holidays per year & 2 floating holidays
• Tuition Reimbursement
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)

Salary Range: $45,000 - $50,500 a year. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.

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".

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