Customer Service Rep
Company: Liberty Mutual Insurance
Location: Maryland
Posted on: November 20, 2024
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Job Description:
Schedule: Full-Time Salary Range: USD $36900.00 - $67400.00 Job
Category: Customer Service Pay Philosophy 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. Description 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 1030a and 1p 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. Qualifications Qualifications: 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. About Us **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. 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. 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 Employment Type: Full Time
Keywords: Liberty Mutual Insurance, Syracuse , Customer Service Rep, Hospitality & Tourism , Maryland, New York
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