ASSOCIATE GOLD CUSTOMER SERVICE REPRESENTATIVE MA
Company: Liberty Mutual
Location: Sharon
Posted on: October 14, 2024
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Job Description:
Associate Gold Customer Service RepresentativeDescriptionOur
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: Arizona, 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 need to 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: Mandatory attendance is critical to your
success and as such is required for the duration of training and
performance will be continually assessed throughout. 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 & 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.QualificationsAssociates degree in a business
related field or equivalent training required.
Minimum of 6 months related work experience required, Customer
service experience preferred.
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, and
the capacity to multi-task in a structured work environment are
required.
Ability to handle confidential and proprietary information is
critical.
Proficiency with computers is mandatory.
Knowledge and ability to use Microsoft office tools is
necessary.
Must have a clear understanding of the organizations policies,
standards and procedures to guide customer interactions.
Appropriate licenses up hiring/training, along with passing
Proficiency Assessments is required.
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.About UsThis position may have
in-office requirements depending on candidate location.As a
purpose-driven organization, Liberty Mutual is committed to
fostering an environment where employees from all backgrounds can
build long and meaningful careers. Through strong relationships,
comprehensive benefits and continuous learning opportunities, we
seek to create an environment where employees can succeed, both
professionally and personally.At Liberty Mutual, we believe
progress happens when people feel secure. By providing protection
for the unexpected and delivering it with care, we help people
embrace today and confidently pursue tomorrow.We are proud to
support a diverse, equitable and inclusive workplace, where all
45,000 employees feel a sense of community, belonging and can do
their best work. Our seven Employee Resource Groups (ERGs) offer a
centralized, open space to bring employees and allies together to
connect, learn and engage.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,
veterans status, pregnancy, genetic information or on any basis
prohibited by federal, state or local law.
Keywords: Liberty Mutual, Boston , ASSOCIATE GOLD CUSTOMER SERVICE REPRESENTATIVE MA, Hospitality & Tourism , Sharon, Massachusetts
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