Agent Service Center Representative
Company: Chubb
Location: Phoenix
Posted on: April 1, 2026
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Job Description:
Description Often the first point of contact for customers, the
Agent Service Center Representative is responsible for addressing
escalated customer service concerns, inquiries and activities. The
Agent Service Center Representative is responsible for handling
specific call types and completing the requests in accordance with
departmental guidelines and procedures. As an Agent Service Center
Representative, he/she is responsible for creating a positive
customer experience through professionalism, amicability, and
knowledge of Combined’s products and systems. Responsibilities
Demonstrate consistent good quality and performance results.
Provide consistent service that is customer focused and
professional. Supporting Field Sales agents with insurance product
information Assist with basic technical troubleshooting Be able
confident and capable to handle all new business, underwriting,
claim and compensation situations. Learn soft skills while
communicating with customers Focus on customers' needs and develops
a customer centric approach in servicing customer’s needs.
Consistently meets or exceeds expectations for departmental
standards related to quality, average handle time, auxiliary time,
after call work, customer satisfaction and other KPI’s. Exhibits
and practices the Organization’s Common Purposes and Shared Traits.
Understands organizational objectives, supports process
improvements, and provides feedback to leadership. Learn all policy
product lines, all procedures for the core and worksite calls.
Provides support for business partners as needed. Expected to be
able to work various shifts within 7:30 a.m. – 6:00 p.m. CST
timeframe COMPETENCIES Problem Solving : Takes an organized and
logical approach to thinking through problems and complex issues.
Simplifies complexity by breaking down issues into manageable
parts. Looks beyond the obvious to get at root causes. Develops
insight into problems, issues and situation. Continuous Learning :
Demonstrates a desire and capacity to expand expertise, develop new
skills and grow professionally. Seeks and takes ownership of
opportunities to learn, acquire new knowledge and deepen technical
expertise. Takes advantage of formal and informal developmental
opportunities. Takes on challenging work assignments that lead to
professional growth Initiative : Willingly does more than is
required or expected in the job. Meets objectives on time with
minimal supervision. Eager and willing to go the extra mile in
terms of time and effort. Is self-motivated and seizes
opportunities to make a difference. Adaptability : Ability to
re-direct personal efforts in response to changing circumstances.
Is receptive to new ideas and new ways of doing things. Effectively
prioritizes according to competing demands and shifting objectives.
Can navigate through uncertainty and knows when to change course
Results Orientation : Effectively executes on plans, drives for
results and takes accountability for outcomes. Perseveres and does
not give up easily in challenging situations. Recognizes and
capitalizes on opportunities. Takes full accountability for
achieving (or failing to achieve) desired results Values
Orientation : Upholds and models Chubb values and always does the
right thing for the company, colleagues and customers. Is direct
truthful and trusted by others. Acts as a team player. Acts
ethically and maintains a high level of professional integrity.
Fosters high collaboration within own team and across the company;
constantly acts and thinks “One Chubb” Skills Ability to
effectively communicate and build strong partnerships with newer
employees. Basic computer skills and knowledge of database
software. Effective problem solving/process improvement skills used
to identify and resolve day-to-day operation and employee relation
situations that may arise. Demonstrated attention to detail,
organizational skills, and time management skills. Ability to work
a flexible schedule to meet the needs of the business and
performance requirements. Friendly and professional demeanor.
Excellent communication and interpersonal skills. Ability to remain
calm in stressful situations. Supplemental insurance knowledge and
licensing is a plus. Bilingual, Spanish-English proficiency is
preferred. Education and Experience High school diploma or general
education degree (GED); Associate degree preferred. 3 years’
experience in a contact center environment preferred.
Keywords: Chubb, Phoenix , Agent Service Center Representative, Customer Service & Call Center , Phoenix, Arizona
