[Remote] Licensed Customer Service Representative - Remote Central Time Zone

Note: The job is a remote job and is open to candidates in USA. Liberty Mutual Insurance is a Fortune 100 Company seeking licensed insurance professionals to join their Gold Customer Service team. The role involves providing exceptional customer support to agents, enhancing customer satisfaction, and contributing to business growth through effective communication and service delivery.

Responsibilities

• Assists customers in their time of need by building rapport and efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes
• Delivers expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention
• Provides guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services
• Upholds customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability
• Accurately maintains and tracks data across various computer systems

Skills

• Must hold a valid Property & Casualty License or a Personal Lines License
• 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 multitask 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

Benefits

• Flexible Time Off Annual Accrual - days: 15
• Paid, mandatory training lasting approximately 12 weeks
• Comprehensive benefits
• Workplace flexibility
• Professional development opportunities

Company Overview