Associate Gold Customer Service Representative at Liberty Mutual

Associate Gold Customer Service Representative

Description

Our Common Purpose is the guiding principle that exemplifies the way we behave at Liberty Mutual Insurance. It supports us and keeps us on track as we strive to achieve our business goals. It defines how we interact with our customers, agents, and each other to deliver the kind of exceptional customer experience that differentiates us from our competitors. We achieve our Common Purpose by demonstrating our Quality Standards of behaving with integrity, delivering expertise, showing care and compassion, and making things easy.

The following states are EXCLUDED from eligibility: Arizona, Alaska, Alabama, California, Hawaii, Georgia, Kentucky, Illinois, Maryland, Montana, New York, and Washington DC.

The Gold Service program contributes to Safeco’s position as a leader in the independent agency channel. Through Gold, we provide industry leading expertise to help our independent agents grow and care for their customers 24 hours a day/7 days a week/365 days a year. Our support not only improves customer experiences, but also allows agents to focus on other areas of their business, like promoting quality growth for Safeco.

At the heart of growing our program is you – our valued employee!

We support our customers 24 hours a day/7 day a week/365 days a year, so our customer service representatives need to be flexible to work within the hours of operation, plus weekends and holidays. All schedules will start between 1030a and 1p EST and include at least one weekend day (Saturday and/or Sunday) each week.

Paid Training: Mandatory attendance is critical to your success and as such is required for the duration of training and performance will be continually assessed throughout. Training is Monday-Friday 10:00 AM-6:30 PM EST.

Responsibilities:

Helps customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment. This is done by identifying and providing services and solutions to their questions regarding renewals, coverage, eligibility, billing, and policy changes.

Delivers expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth and retention of business.

Provides counsel, guidance and suggestions to our customers to adequately cover and protect what they value most. This is done by using upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products & services.

Upholds our customer care standards by achieving individual goals on call quality, handle time, lead transfer ratio, adherence, first call resolution, and reliability.

Maintains and tracks accurate data in various computer systems.

Qualifications

• Associate`s degree in a business related field or equivalent training required.
• Minimum of 6 months related work experience required, Customer service experience preferred.
• Ability to review, record and organize written data from a variety of sources with no pre-established format.
• Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a structured work environment are required.
• Ability to handle confidential and proprietary information is critical.
• Proficiency with computers is mandatory.
• Knowledge and ability to use Microsoft office tools is necessary.
• Must have a clear understanding of the organization`s policies, standards and procedures to guide customer interactions.
• Appropriate licenses up hiring/training, along with passing Proficiency Assessments is required.
• Our Gold team plays an essential role in delivering #peaceofmind to our customers and agents, and we look forward in having you join us to help achieve our goals together.

About Us

**This position may have in-office requirements depending on candidate location.**

As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.

At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.

We are proud to support a diverse, equitable and inclusive workplace, where all 45,000 employees feel a sense of community, belonging and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn and engage.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being.

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.