Randstad Agency Service Associate in Worcester, Massachusetts

Agency Service Associate

job details:

  • location:Worcester, MA

  • salary:$18 per hour

  • date posted:Friday, July 13, 2018

  • experience:Experienced

  • job type:Temp to Perm

  • industry:Administrative and Support Services

  • reference:S_662664

  • questions:todd.cooksey@randstadusa.com508/855-2798

job description

Agency Service Associate

Randstad in partnership with The Hanover Insurance Group are actively seeking multiple Agency Service Associates to join their Agency Support Team in Worcester, MA starting in on a temp to hire basis. The Hanover Insurance Group is an industry leading Property & casualty Insurance Co. with over 160 years of rich history and tradition. Recognized as One of America's Top Employers (Forbes) and A Best Places to Work (Business Insurance) The Hanover Insurance offers a collaborative environment that fosters development and growth.

As a member of the Agency Support Team, you will work with our independent insurance agents and policyholders to create outstanding service experiences. The Agency Support Team functions as an extension of our agents' offices by providing them with assistance related to personal lines insurance policies, premium billing, technical support and policy processing.

By joining our team, you can expect to take part in a comprehensive training program that will prepare you for success. You will learn our service philosophy and receive product, system and skills training that will position you for a wide range of career growth across our Personal Lines organization. Additionally, as an employee of The Hanover, you will benefit from continuous personal and professional development opportunities.

What's in it For You?

-Career Development: 3-6 months temp to hire employment with comprehensive job training and continued mentorship ongoing.

-Starting pay: $18.00 / hour. Expectation is that this rate increases and transfers into a salary upon converting to a Hanover employee.

-Schedule: Monday-Friday 8:00am-6:00am (flexible) 38.75 hours/week

-Benefits: Yes, both as a temp and when permanent with Hanover.


Receive inbound calls from agents and policyholders in a contact center environment

Process policy transactions on behalf of agents, which include quote requests and policy changes

Accurately interpret and verify new and renewal policy transactions, policy coverages and policy changes for agents

Communicate underwriting guidelines to agents

Respond to simple as well as complex billing inquiries from agents and policyholders

Provide agents and policyholders with technical support on The Hanovers systems

Partners with others within Personal Lines to resolve customer related issues

Follow up with agents and policyholders on outstanding items in a timely manner

Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program

Make process improvement recommendations related to procedures, workflows and systems

Participate in special assignments and perform other duties as needed

Working hours: 8:30 PM - 5:00 PM


--Excellent telephone etiquette and service delivery skills

--Strong communication skills and effective listening abilities

--Flexible and adaptable to change; able to overcome obstacles and create solutions

--Effective organizational and time-management techniques

--Exhibit patience and a positive outlook when working with agents and policyholders

--Contribute to an environment of accountability, collaboration and teamwork

--Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)

--Able to commit to the entirety of the training program and work within a structured operations environment


Experience of up to 2 years, preferably in a customer service environment

Bachelor's degree preferred

Call Center experience center experienced preferred

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.