Support Specialist (Tier II)

Schedule: M-F 9am-5:30pm 
Pay Rate: $17-$18/hr
Type: 9 Month Contract

Job Summary
The Customer Service Representative provides advanced support to internal staff and external clients regarding the Property & Casualty suite of products, including Workers’ Compensation, ERISA Bonds, BOP, and EPLI. This role requires strong product knowledge, problem-solving skills, and the ability to manage client concerns effectively to ensure satisfaction.

Key Responsibilities

• Provide customer service and technical support to both internal teams and external clients.

• Answer questions, troubleshoot issues, and resolve product/service concerns related to Property & Casualty products.

• Escalate unresolved issues to appropriate technical or professional staff as needed.

• Diffuse client concerns, notify management of critical issues, and ensure the best solutions are implemented.

• Handle inbound and outbound calls related to Property & Casualty products and Workers’ Compensation Payment Services.

• Maintain accurate records of all internal and external communications.

• Exhibit strong knowledge of *** Insurance Agency’s portfolio, systems, and processes to drive client satisfaction.

• Collaborate with clients, insurance carriers, and internal teams to maintain positive, professional relationships.

• Utilize multiple software applications, including HRIS and Online Reporting System, along with carrier/bureau websites, to respond to client inquiries.

• Stay current on product offerings, regulatory changes, policy updates, and industry developments.

• Participate in assigned projects, training, and process improvement initiatives.

• Recommend enhancements to existing procedures and support the development of new processes.

• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.

• Minimum of 2 years of customer service or insurance-related experience.