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Customer Service Rep II (Work from Home or Hybrid)

Date: Jun 15, 2022

Location: Work from home, MA, US

Company: MAPFRE

We are offering fully remote positions from anywhere within the US or a Hybrid schedule (3 days in office/2 days remote) in our Webster, MA office 


We are actively recruiting and conducting virtual interviews for positive, energetic, top performing individuals with a desire for career growth and expanding opportunities in our Enterprise Contact Center. 


   We are targeting candidates available to work within a 8:00 a.m. to 6:00 p.m. (Eastern Standard Time) schedule.


As a member of the Enterprise Contact Center, you will work with our internal and external customers to create an outstanding service experience.  This exciting customer focused position includes responsibilities in the areas of coordinating first notice of loss claims via telephone and electronically, and/or billing calls and functions for all products, lines of business, and affiliates.  


Hours: Schedule will be Monday thru Friday, 8:00 a.m. to 4:30 p.m. ET while in training (approximately 6-7 weeks).   Once training is complete, regular work schedule will be Monday thru Friday, 9:30 a.m. to 6:00 p.m. ET.   In addition, this position requires some Company holidays to be worked. 


Benefits: We offer competitive wages and benefits including: Health, Dental, Vision, Life, PTO, Holidays, 401(k), Profit Sharing, STD/LTD, Tuition Reimbursement and flexible work schedules.

Our Employee Value Proposition:
We have earned a solid reputation as a “great place to work.” Our employees have stated that we offer the following:

                                Competitive Total Compensation/Benefit Package 
                                Financially Stable Company
                                Future Career Opportunities
                                Job-Interests Alignment
                                Quality Management and Colleagues
                                Strong People Management Practices
                                Quality Senior Leadership Reputation
                                Employee Empowerment


Job Summary
Performs a variety of customer service functions within the Enterprise Contact Center for insureds, agents, and claimants including coordinating first notice of loss processing of claims and/or processing payments, billing inquiries, cancellations agreements, and policy questions for all products, lines of business, and affiliates. Meets established goals and objectives via telephone and/or electronic means providing a superior customer experience. Provides highest quality, caring service by following established service levels and procedures for functions performed.

Establishes and maintains effective relationships with customers on behalf of the company in a customer centric manner by taking personal and complete responsibility for each customer interaction and by ensuring that all customer requirements are completely met.


Knowledge, Skills and Abilities

Education:  High School Diploma, or equivalent

Experience:  1 – 3 years of experience in a customer service role

  • Ability to make good business decisions without guidance, but escalating when needed
  • Strong sense of accountability
  • Proven ability to problem solve
  • Strong communication skills
  • Ability to be on the phone for extended periods of time
  • Ability to take constructive feedback from both peers and Supervisors
  • Ability to use basic computer commands and proficiency
  • Willingness to learn different software packages


General Customer Service Responsibilities and Duties:

  1. Contributes to a customer centric work environment that fosters pride in being part of a winning team and promotes personal growth. Fully supports the corporate vision, mission and values, and core competencies.
  2. Manages telephone calls professionally and efficiently, displaying excellent communication skills. Uses proper tone, grammar, and display empathy when appropriate, with callers. Guarantees satisfaction and provides value added service to customers.
  3. Maintains personal productivity and quality standards by implementing coaching and feedback so that the company may continue to provide excellent service to all our customers.
  4. Cross trains on additional facets of the Contact Center as needed. This may include but is not limited to assisting with certain types of FNOL, National Claim, Billing & Payment, and Consumer Web calls.

Assume additional responsibilities as requested.

Management has identified this position to require essential personnel. In the case of severe weather or other emergency situations, specific key individuals who are in this position will be required to report to work, regardless of the company being closed.


Bilingual (Spanish/English) skills are preferred






At MAPFRE, the safety of our employees matters. We have taken vital steps across all offices from the improvements to our air ventilation, the installation of touch-free devices, to embracing social distancing and requiring medical self-screening to ensure the safety of our employees. We embrace the ability to collaborate with peers in-office, while also offering a flexible work arrangement for many roles in our organization. 



If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at


We are proud to be an equal opportunity employer.

Job Segment: Call Center Representative, Customer Service Representative, Work from Home, Claims, Customer Service, Contract, Insurance