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Customer Care Representative in Auburn, MA at The Main Street America Group

Date Posted: 4/11/2018

Job Snapshot

Job Description

If you have a passion for taking ownership of projects, building relationships with coworkers and external clients and providing award-winning service, then The Main Street America Group is the place for you. Since 1923, our mission has been to take care of our customer – the independent agent – better than anyone else. Customer service is at the heart of everything we do.With offices in eight locations, we offer a wide range of commercial and personal insurance, as well as surety bond products, in 37 states.

Our products and services are backed by financial stability. Our more than $1 billion in written premium is offered exclusively by 2,500-plus independent insurance agents. 

This position is responsible for responding to customers and policyholders who want to either report a claim or inquire about an existing claim.  Phone conversations are for the purpose of obtaining and entering pertinent information about the claim into the computer system, including verifying coverage with the policyholder.   Responsible for the accurate entry of first notice of loss data into the system from phone calls or faxed in losses.  Also responsible for making outgoing calls for additional loss information and file set-up.

The successful candidate will have a Bachelor’s degree with 1 - 3 years of customer service experience or equivalent.  
Intermediate computer skills (Word and Excel) and strong customer service skills are required. 
Accurate keyboarding skills required while entering detailed information into various computer screens while on the phone with the customer.

Working hours are from 8:45am to 5:00pm.

Our comprehensive list of benefits include:

Medical, Dental and Vision (Day One Coverage)
Paid Time Off
401(k) with Generous Company Match
Pension Plan
Employee Recognition Programs
Paid Holidays
Company-Paid Disability and Life Insurance
Tuition Reimbursement
Flexible Spending Accounts for Health and Dependent Care
Come learn why 100% of new hires are satisfied with the choice they made to join Main Street America. 
Visit and click on “Careers” to find out more.

Contingency Recruiters: Please do not send resumes directly to any hiring manager within the MSA organization.  If you would like to discuss this position, please contact the Staffing Department directly and NOT our managers. You must have a signed and current search agreement with the MSA Staffing Department before any resumes can be reviewed. Any resumes sent directly to MSA without a contract and specific work order in place for the position will be considered property of MSA.  Thank you for your cooperation in this matter!

Competencies: Role Competencies:

Analytical Thinking/Decision Making - Knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks and perspectives when solving problems.

Communication - Clearly and effectively conveys information, verbally and non-verbally to persuade, inform, and build relationships. Listening attentively to others and responding appropriately.

Customer Service - Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations.

Relationship Building - Initiates, develops, maintains, and strengthens partnerships with others inside or outside the organization.

Accuracy/Attention to Detail - Ability to process information with high levels of accuracy.

Technical Competencies:

Office Support Tools - Knowledge of and ability to use office support tools available at the desktop (for example: word processing, e-mail, presentation software and spreadsheets).

Customer Interaction - Knowledge of practices, tools, and techniques for communicating with a customer.

Claims Knowledge - Knowledge of the full spectrum of activities, practices, tools, and considerations for managing the claims adjustment process.

Knowledge of Insurance Operations - Knowledge of the full spectrum of activities, practices, tools and considerations for providing administrative support to the insurance business.

Customer Support Policies, Standards and Procedures - Familiarity with organization's policies, standards and procedures guiding customer interactions.


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