Switchboard Operator

The Switchboard Operator is responsible for processing incoming telephone calls for all of Penn National Insurance Offices and subsidiaries by gathering details to determine who the customer needs to speak with, then conferencing and introducing the customer to the other party. The Customer Contact Center takes an average of over 20,000 calls each month.

CORPORATE CORE COMPETENCIES

• Customer Focused
• Talent Development Mindset
• Effectively Communicates and Connects
• Demonstrates Adaptability
• Demonstrates Accountability

POSITION COMPETENCIES

• Attention to Details
• Quality Orientation
• Planning & Organizing
• Positive Approach
• Applied Learning

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Demonstrates honesty; keeps commitments made to others; behaves in a consistent manner; keeps sensitive information confidential; adheres to moral, ethical, and professional standards, regulations, and organizational policies.
• Listens to others and objectively considers their ideas and opinions, even when they conflict with own.
• Answer incoming calls, gather details, then conference the customer to the appropriate party. Operates telephone hardware with accuracy. Simultaneously uses multiple systems to assist customers.
• Works directly with internal and external customers and presents a high level of professionalism and customer service at all times.
• Takes immediate action when confronted with a problem or when made aware of a situation.
• Ability to recognize a security risk situation and respond as trained by Penn National Insurance.
• Provide a prompt, accurate, kind and professional customer experience.
• Learn and apply general knowledge of company procedures.

ADDITIONAL RESPONSIBILITIES

• Supports other areas of the division and Customer Contact Center Team as requested.
• Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback.
• Performs various projects requested or assigned by Team Leader, Customer Contact Center.

SPECIAL RELATIONSHIPS

• Daily contact with external and internal customers via the telephone.
• Directs any telephone problems to the Customer Contact Center Group Leader or Analyst.

QUALIFICATIONS

Education/Credentials

• High school diploma preferred

Experience

• Previous customer service and/or call center experience preferred

Technical/Professional Knowledge

• PC skills required.
• Very strong customer service and communication skills
• Understands and applies company guidelines during a crisis situation
• Have knowledge of, or be trained to understand the various departments within Penn National Insurance and its subsidiaries, and their primary functions

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to see and effectively use a computer monitor.
• Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
• Must be able to access and enter information accurately using automated systems.
• Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must be able to maintain acceptable attendance and adhere to scheduled work hours of 8:00 AM – 4:30 PM.

Why Choose Penn National Insurance?

At Penn National Insurance, we’re on a mission to help people feel secure and make life better when bad things happen . For over 106 years , we’ve been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do.

We’re not just a company—we’re a community united by our core mission to “Make Life Better.” Here, you’ll find a place where your professional growth, success and personal well-being are our top priorities.

Your Career Journey: Empowering Your Growth

Your career should be more than just a job—it should empower you to feel secure, supported and inspired. At Penn National Insurance, we invest in your growth and celebrate your contributions with a comprehensive and competitive total rewards package. We’re committed to supporting your journey and helping you thrive at every stage of your career. Key highlights include:

• Benefits and Compensation : Generous 401(k) match, graded profit sharing, incentive compensation, and a wide range of benefits to support your financial health, physical well-being and career development.
• Flexibility : We offer remote and hybrid work options, flexible scheduling and a “dress-for-your-day” culture.
• Recognition : We celebrate your achievements, big and small, through employee recognition programs designed to honor your contributions.

Your Employer of Choice: A Legacy of Trust and Strength

Joining Penn National Insurance means becoming part of a company with over a century of experience , built on trust, innovation and strong relationships. From our beginnings as a mutual insurance company founded by farmers to our 100th anniversary in 2019, we've stayed true to our relationship-driven model, focusing on direct service and meaningful support.

Your Community: Making an Impact Together

Making life better isn’t just our mission—it’s a value that guides everything we do. Our employees are at the heart of this mission, giving back through community engagement and charitable efforts. We proudly support our community through financial support and employee volunteering opportunities including our annual United Way campaign, where employee contributions and company matches make a significant impact each year.

Your Future: Building a Rewarding Career Path

We’re not just offering a job; we’re providing a fulfilling and rewarding career. We support your growth with a range of resources designed to help you build your skills and achieve your goals, including:

• Continuing Education Support : Access to programs that help you enhance your knowledge, skills and educational goals along with 100% tuition reimbursement for academic studies.
• Professional Development Opportunities : Tailored designation programs to help you advance in your career such as CPCU, AINS, CPA, CISSP, and more.
• Long-Term Career Focus : With an average employee tenure of 14 years and many team members serving for over 40 years, we take pride in fostering a work environment that values long-term growth and development.

When you join us, you’re not just starting a job—you’re becoming part of a team that values your growth and invests in your future. Our commitment to long-term retention and employee development ensures that you will be part of a tradition and legacy of excellence that spans decades.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, creed, affectional and sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law . Consistent with the Americans with Disabilities Act (ADA) and EEOC guidance, it is the policy of Pennsylvania National Insurance to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to a HR Business Partner via telephone at 800-368-4764, or through email, HRBusinessPartner@pnat.com .