Customer Service Specialist
Location: Van Wert, OHWork Model: Hybrid Position type: Full time - hourly
We’re a team of employees passionate about delivering best-in-class customer service and driving innovation in claims management. Integrity, relationships, and excellence are at the heart of everything we do.
Our employees fully utilize their talents and bring their best selves to work. We believe who you are is just as important as what you do!
Be the Voice Behind Exceptional Customer Experiences
At Central Insurance, our customers count on us to make insurance interactions simple, helpful, and meaningful. Our Customer Service team is at the heart of that mission—delivering outstanding support, solving problems, and building trusted relationships every day. As a Customer Service Specialist, you'll help policyholders and agents navigate billing and policy questions, provide solutions that make a difference, and contribute to a culture focused on service excellence. If you're energized by helping others, solving challenges, and creating positive customer experiences, we'd love to have you join our team.
Key Responsibilities of the Role
Services a high volume of incoming calls and emails from policyholders, agents, and internal customers
Exercises initiative and judgment while researching and responding to customer inquiries
Proactively provides solutions and options to customer needs
Applies knowledge of the billing system and other applicable systems
Processes electronic premium payments from customers
Handles a variety of billing related transactions including billing revisions, reinstatements, payment plan, billing method, and due day changes
Acquires, maintains and applies basic understanding of Personal Lines and Commercial Lines insurance
Works within many supporting systems to fully service incoming requests
Handles a variety of policy related transactions and other customer service-related tasks
Soft-sells various electronic options to customers
Trains others as needed
Creates and maintains strong relationships with agents, policyholders and other internal stakeholders
Demonstrates strong interpersonal skills with a collaborative style
Communicates effectively and professionally using proper grammar both orally and in writing
Prioritizes multiple tasks to meet required deadlines and work independently
Assists with testing initiatives
Required Qualifications
1 year experience in customer service
Work with a flexible, rotating schedule between 9:30am – 6:00pm EST Monday through Friday
Preferred Qualifications
Knowledge of Microsoft product suite
Bilingual (Spanish)
Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality of customer experience
Knowledge, Skills, and Abilities
Ability to build rapport with each customer, both internal and external, and actively listens and responds to requests
Demonstrates strong interpersonal skills with a collaborative style
Ability to comprehend and communicate effectively and professionally using proper grammar both orally and in writing
Strong analytical, comprehension and mathematical skill
Demonstrate strong time management skills to effectively prioritize multiple tasks to meet required deadlines
Ability to work independently and as part of a team
Exercise initiative and judgment while researching and solving customer inquiries
Strong attention to detail
Adaptable to change
Conflict resolution and strong problem-solving skills
Ability to understand Central Insurance’s policies and processes
Total Rewards
Central establishes base pay based on several factors including labor market data and an evaluation of candidate qualifications relative to role requirements. Base pay is one component of a comprehensive total rewards package designed to support employees’ financial, health, career, and retirement objectives. Central provides extensive health and wellness benefits to promote flexibility, work-life balance, and long-term financial security. For more information, see Central Insurance Benefits