Associate Gold Customer Service Representative - Delivering Exceptional Experiences in Insurance Customer Support at Liberty Mutual Insurance

Join Liberty Mutual Insurance as an Associate Gold Customer Service Representative

Liberty Mutual Insurance, a leading global property and casualty insurer, is seeking a highly skilled and customer-focused Associate Gold Customer Service Representative to join our team. As a purpose-driven organization, we are committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. If you are passionate about delivering exceptional customer experiences and have a strong desire to make a positive impact, we encourage you to apply for this exciting opportunity.

About Liberty Mutual Insurance

Since 1912, Liberty Mutual Insurance has grown into the sixth largest global property and casualty insurer, based on 2020 gross written premium. Our organization is built on the belief that progress happens when people feel secure. We work hard every day to support our customers and our people, so they can protect their families, build their businesses, and invest in their futures. With over 45,000 employees worldwide, we are proud to support a diverse, equitable, and inclusive workplace where everyone feels a sense of community, belonging, and can do their best work.

Our Common Purpose

At Liberty Mutual Insurance, our Common Purpose is the guiding principle that exemplifies the way we behave. 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

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.

Key Responsibilities

As an Associate Gold Customer Service Representative, you will play a critical role in delivering exceptional customer experiences and supporting our independent agents. Your key responsibilities will include:

• Building rapport with customers and responding to their inquiries regarding renewals, coverage, eligibility, billing, and policy changes in a fast-paced call center environment.
• Identifying and analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business.
• Providing counsel, guidance, and suggestions to customers to adequately cover and protect what they value most, using upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products and services.
• Upholding our customer care standards by achieving individual goals on call quality, handle time, lead transfer ratio, adherence, first call resolution, and reliability.
• Maintaining and tracking accurate data in various computer systems.

Requirements and Qualifications

To be successful in this role, you will need:

• An associate's degree in a business-related field or equivalent training.
• A minimum of 6 months of related work experience, with customer service experience preferred.
• Excellent oral, written, and interpersonal communication skills, with the capacity to multi-task in a structured work environment.
• The ability to handle confidential and proprietary information.
• Proficiency with computers and Microsoft Office tools.
• A clear understanding of our organization's policies, standards, and procedures to guide customer interactions.
• Appropriate licenses up to hiring/training, along with passing Proficiency Assessments.

What We Offer

At Liberty Mutual Insurance, we value our employees and offer a range of benefits and opportunities to support their growth and well-being. These include:

• A competitive salary and comprehensive benefits package.
• Opportunities for career growth and professional development.
• A diverse, equitable, and inclusive workplace with a strong sense of community.
• Seven Employee Resource Groups (ERGs) to support employee connection and engagement.
• Continuous learning opportunities to help employees succeed in their roles.

Work Environment and Culture

We are proud to offer a flexible work environment that supports our employees' needs. As an Associate Gold Customer Service Representative, you will have the opportunity to work remotely, with some potential in-office requirements depending on your location. Our culture is built on the principles of integrity, expertise, care, and compassion, and we strive to create an environment where employees can succeed both professionally and personally.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and take the first step towards a rewarding new role.

Apply To This Job

Equal Opportunity Employer

Liberty Mutual Insurance 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.

Excluded States

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

Schedule and Training

Our customer service representatives need to be flexible to work within the hours of operation, plus weekends and holidays. All schedules will start between 10:30 a.m. and 1 p.m. EST and include at least one weekend day (Saturday and/or Sunday) each week. Paid training is provided, with mandatory attendance required for the duration of training, and performance will be continually assessed throughout.