portal resources jobs companies l liberty mutual insurance remote customer service representative

Remote Customer Service Representative 🔥


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. 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, please visit https://www.libertymutualgroup.com/about-lm/careers/benefits

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.

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

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.

Advance your career at Liberty Mutual Insurance - A Fortune 100 Company!

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 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.

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 and/or 6-12+ months’ relevant work experience.
  • Strong customer service skills using resolve, patience, and empathy; excellent oral and written communication skills.
  • Ability to advise and recommend additional insurance products and services.
  • Proficiency with computers, knowledge and ability to use Microsoft Office tools.
  • Ability to multitask, think-talk-type during customer calls, type 25 WPM.
  • This position requires you to reside within the United States. The following states/districts are excluded from eligibility at this time: Alaska, California, Hawaii, Illinois, Kentucky, Louisiana, Michigan, Nevada, New York, Washing DC, West Virginia

Our call center class begins on Monday, December 7, 2020. Our hours of operation are from 7:00AM - 8:00PM CST Sunday through Saturday. We support our customers 24 hours a day/7 days 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.

Through our company paid 10 week training program, you will learn about insurance policies, regulations, servicing, and what it takes to demonstrate our Quality Standards and Common Purpose, delighting our customers and agents every step of the way. Training hours are from 9:00AM - 5:30PM CST, Monday through Friday. This includes formal classroom instruction, assessments, and testing to pass the Personal Lines Licensing exam, which is a requirement for this role. 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.

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The ability to work remotely increases employee happiness by 20 percent.