Service Center Specialist en Plymouth Rock

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

• Excellent interpersonal, listening, communication, and organizational skills.
• Strong decision-making ability and problem-solving skills.
• Intermediate MS Office skills required.
• Ability to manage multiple tasks in a fast-paced, high-volume environment.
• Capable of handling a high volume of inbound and outbound calls professionally and efficiently.
• Strong attention to detail and accuracy in all tasks.
• Flexibility to work full-time schedules that may change based on department needs.
• Availability during operational hours: Monday–Friday, 8:00 AM to 7:00 PM.
• Sales-related experience preferred.
• Bachelor's degree (B. A.) from a four-year college or university preferred.
• 1-3 years experience in personal lines insurance or equivalent education/training preferred.
• Property and Casualty license required.

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

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Annual 401(k) Employer Contribution
• Free onsite gym at our Woodbridge Location
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Robust health and wellness program and fitness reimbursements
• Various Paid Family leave options including Paid Parental Leave
• Tuition Reimbursement 

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”.