Customer Service Rep

Schedule : Full-Time

Salary Range : USD $37000.00 - $69000.00

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 are currently hiring for our class that begins April 7, 2025 .

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.

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. Training lasts approximately 12 weeks.

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

About Us

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 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, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Fair Chance Notices

Employment Type : Full Time

Salary : $37,000 - $69,000