Liberty Mutual Insurance · 4 hours ago

Associate Gold Customer Service Rep

United States

Full-time

Remote

Entry Level

1+ years exp

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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 and services.

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

Maintains and tracks accurate data in various computer systems.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service experienceComputer proficiencyInsurance testsMicrosoft OfficeHandling confidential informationInterpersonal communication skills

Required

Associate degree in a business-related field or equivalent experience required.

A minimum of 6 months related work experience is required with customer service experience preferred.

Must have the ability to review, record, and organize written data from a variety of sources with no pre-established format.

Must have excellent oral, written, and interpersonal communication skills and the capacity to multi-task in a structured work environment.

Must have the ability to handle confidential and proprietary information.

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.

Must be able to pass state-specific insurance tests specific to this role, and be able to obtain necessary licenses in all applicable states. The training and testing are provided by the company if hired.