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Randstad US helpdesk associate (inbound calls) in worcester, Massachusetts

helpdesk associate (inbound calls).

  • worcester , massachusetts

  • posted february 12, 2024

job details


  • $19.99 - $20 per hour

  • temp to perm

  • high school

  • category office and administrative support occupations

  • referenceAB_4466695

job details

Randstad in partnership with The Hanover Insurance Group are actively hiring multiple Helpdesk Associates to join their Commercial Lines Customer Service Center team on a temp to perm contract, located at their main office in Worcester, MA. 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. Position Overview/Summary: Within specific guidelines, as a Helpdesk Associate in the Commercial Lines Customer Service Center; you are responsible for providing timely, quality service to Agents and Policy Holder's in a multi-state territory. This includes answering inbound calls in a high-volume capacity with expectation of following up with direct information that was requested. What's in it For You?

  • Career Development: Six-month temp to hire employment offering comprehensive job training and continued mentorship ongoing.

  • Compensation: $20.00/hour; averaging 38.75 hours per week

  • Flexible Schedule: Monday-Friday 8:00am - 4:30pm EST (during training for the first 6-8 weeks); Monday-Friday between 10:00am – 9pm EST (10:00-6:30pm, 10:30-7:00pm, 11:00-7:30pm, 11:30-8pm, 12:00-8:30, or 12:30-9:00 pm) you will be assigned a shift (after training) averaging 38.75 hours/week. Seniority based Shift bid capabilities after 6 months.

  • Benefits: Yes, Randstad offers major medical insurance, dental and vision

Education and Experience:

  • College degree preferred but not required.

  • Typically have 2 or more years of related experience in the areas of Customer Service. Preferred working knowledge of Commercial Rating and Agency Customer Service.

  • Proficiency in operating and interpreting proprietary software programs. Possesses the knowledge to access all applicable on-line resources.

  • Demonstrated written and oral communication skills including active listening skills with an ability to tailor the content to the specific audience.

  • Demonstrated professional telephone etiquette.

  • Demonstrated ability to work well within a team environment.

salary: $19.99 - $20 per hour

shift: First

work hours: 10 AM - 9 PM

education: High School


  • Handles incoming calls from Agents and Customers regarding moderate to complex billing questions, reinstatement requests, system trouble shooting, password resets, and status inquiries.

  • Assists in the documentation of activities using agency management techniques, procedures, and systems. Reviews data for completeness and gathers missing information.

  • After an acclimation period, Helpdesk Associates are expected to meet a Productivity goal. This includes handling a combined average of 45 incoming calls and emails per day.

  • In order to provide coverage for incoming calls and email volumes, scheduling of shifts is very structured. Team members are expected to meet a 94% adherence goal. Adherence is a goal based on following a daily schedule, which includes start and ending shifts on time, scheduled lunches and breaks, etc.

  • All our calls are recorded for Quality purposes, Quality is reviewed monthly.

  • Helpdesk Associates have an Average Handle time goal following acclimation. This measures the time it takes to handle incoming calls and processing work within a specified handle time.


  • Call Center

  • Technical

  • Customer Service

  • Telephone Etiquette

  • Team Building

  • Communication


  • Years of experience: 0 years

  • Experience level: Experienced

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.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

Applications accepted on ongoing basis until filled.

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