Associate Gold Customer Service Representative

The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

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: 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 must be flexible to work within the hours of operation, plus weekends and holidays. All schedules will start between 10:30 AM and 1:00 PM EST and include at least one weekend day (Saturday and/or Sunday) each week.

Paid Training: Attendance is critical to your success and therefore mandatory for the duration of training. Attendance and performance will be continually assessed throughout the training period. 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 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.

• 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.
• Our Gold team plays an essential role in delivering #peaceofmind to our customers and agents, and we look forward to having you join us to help achieve our goals together.

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

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion

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. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

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.

Fair Chance Notices

• California
• San Francisco
• Los Angeles
• Philadelphia