Customer Service Supervisor - (US-MA-Boston - 02298)

Minimum Education: Tech School
Job Type: Full Time
Jobcode: 1310097
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Plymouth Rock, founded in 1982 by Jim Stone, former Massachusetts Insurance Commissioner, is a privately held insurance company that writes personal and commercial lines of business in the Northeastern United States. Today, Plymouth Rock, with more than $1billion in premiums underwritten and serviced, is comprised of a group of companies that were started or acquired to expand product offerings, channels of distribution, and the geographic footprint. With more than 800,000 policyholders, Plymouth Rock writes insurance through more than 800 independent agents.

The Plymouth Rock Group employs 1500 people and is headquartered in Boston, Massachusetts. Plymouth Rock holds an A.M. Best rating of “A-/Excellent.”

Major Duties and Functions Include:

In this position you will be responsible for management of day-to-day customer service to our independent agent partners. You will manage a team of 4-10 Customer Service Representatives that provide operational and IT system support to our agents. The candidate will be responsible for ensuring that customers are retained, satisfied, and their policy needs are fulfilled in a professional and courteous manner.

Foster an environment that is team-oriented, customer responsive, and quality driven.

Establish and maintain productive relationships through on-going business interactions with Management, the Underwriting team, the Information Technology team, and our Agent community.

Continuously review results of customer service levels including customer satisfaction and retention, service levels, quality results, budget attainment, etc.

Focus on continuous improvement of day-to-day operations, monitoring, and performance of customer satisfaction levels. Ensure Customer Service Representatives understand the overall customer care concept, the company’s vision and mission, and are knowledgeable about the products they service.

Mentor direct reports as it relates to their strengths and opportunities both in performance and potential.

Make recommendations to the Director of Customer Service on all business practices and technologies, subsequently supervising the implementation of these process changes to ensure the achievement of departmental and company goals/objectives.

Ensure the appropriate administration of company policies and procedures.

Knowledge, Skills, and Abilities Required:

Strong customer and team interpersonal and leadership skills with the ability to motivate others.

Property & Casualty knowledge in particular Personal Lines Automobile insurance.

Advanced computer troubleshooting skills.

Sound underwriting, pricing, policy service, and problem resolution skills.

Ability to effectively evaluate complex information and make appropriate decisions.


Education and Experience:

Bachelor’s Degree

Minimum of 4 years director contributor or supervisor level experience in P&C industry; ideally Personal Lines.


The Plymouth Rock companies place a heavy emphasis upon quality of life and “goodness of fit”. We seek people who have a customer service orientation (i.e., who makes efforts to listen to and to understand both internal and external customers, anticipate customer needs, and give high priority to customer satisfaction), pay attention to the feelings and needs of others, and manifest a strong bias for action. We insist on the utmost integrity and probity. We offer highly competitive base salaries with an annual performance-based bonus, a very generous package of benefits, convenient access to public transportation and a thriving and stable workplace.


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