Licensed Customer Service Representative

About This Role

Join Liberty Mutual Insurance as a Licensed Customer Service Representative to provide exceptional support to customers and agents in a fast-paced environment. This role requires flexibility for various shifts, including weekends and holidays, and focuses on enhancing customer satisfaction and agent growth.

Responsibilities

• Assist customers by efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes.
• Assess customer and agent needs to drive satisfaction, business growth, and retention.
• Provide guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services.
• Uphold customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability.
• Accurately maintain and track data across various computer systems.

Requirements

• Valid Property & Casualty License or a Personal Lines License
• Ability to review, record, and organize written data from a variety of sources with no pre-established format
• Excellent oral, written, and interpersonal communication skills
• Capacity to multitask in a structured work environment
• Ability to handle confidential and proprietary information
• Proficiency with computers
• Knowledge and ability to use Microsoft Office tools
• Clear understanding of the organization's policies, standards, and procedures to guide customer interactions

Qualifications

• Associate degree in a business-related field or equivalent experience
• A minimum of 6 months' related work experience is required with customer service experience preferred

Nice to Have

• Customer service experience

Skills

* Required skills

Benefits