Customer Service Representative

Responsibilities

• Respond to inbound calls and emails from policyholders, agents, and partners with accurate, courteous, and timely assistance.
• Process policy changes, claims inquiries, and billing questions in accordance with Amica’s guidelines.
• Maintain detailed records of customer interactions in the CRM system.
• Identify opportunities to cross‑sell or upsell Amica products that meet customer needs.
• Collaborate with underwriting, claims, and IT teams to resolve complex issues.
• Meet or exceed individual performance metrics (e.g., first‑call resolution, average handle time, customer satisfaction scores).

Requirements

• High school diploma or GED required; associate’s or bachelor’s degree preferred.
• Minimum 1‑2 years of experience in insurance, financial services, or a high‑volume call‑center environment.
• Strong verbal and written communication skills; clear, empathetic phone etiquette.
• Proficiency with Microsoft Office and experience using CRM or ticketing platforms (e.g., Salesforce, Zendesk).
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced setting.
• Eligibility to work in the United States; Massachusetts residency preferred but not required.

Benefits

• Competitive salary with performance‑based incentives.
• Medical, dental, and vision coverage (employee + dependents).
• 401(k) plan with company match.
• Generous paid time off (vacation, sick leave, holidays) and paid parental leave.
• Tuition reimbursement and professional development stipend.
• Employee assistance program, wellness initiatives, and discounted Amica insurance rates.
• Opportunities for internal advancement within a nationally‑recognized, employee‑owned insurer.

FAQ

Where is the work location?

The position is based in Amica’s Boston, MA headquarters. Remote work is not available for this role.

What is the expected start date?

We aim for a start date within two to four weeks of a successful offer, but we can accommodate reasonable notice periods.

Do I need insurance licenses?

No licensing is required for this customer service role. Training on Amica’s products and systems will be provided.

What is the interview process?

Typically: (1) Phone screening with HR, (2) Virtual or in‑person interview with the hiring manager, (3) Final interview with a senior team member or department lead.

How do I apply?

Submit your resume and a brief cover letter to the email address listed above. Please include “Customer Service Representative – Boston” in the subject line.