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 8:00 am – 9:30 pm 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