ASSOCIATE GOLD CUSTOMER SERVICE REPRESENTATIVE MA

Liberty Mutual - Sharon, PA

Full-time - Entry Level

Sharon, PA

10,001+ employees

Insurance Carriers and Related Activities

About the position

The Associate Gold Customer Service Representative at Liberty Mutual Insurance plays a crucial role in delivering exceptional customer service to independent agents and their customers. This position requires flexibility to work various shifts, including weekends and holidays, to support the Gold Service program, which operates 24/7. The representative will assist customers with inquiries related to insurance policies, provide expert guidance, and maintain high standards of customer care while achieving individual performance goals.

Responsibilities

• Build rapport with customers and resolve inbound phone calls in a fast-paced call center environment.
• Identify and provide services and solutions to customer inquiries regarding renewals, coverage, eligibility, billing, and policy changes.
• Deliver expertise by analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business.
• Provide counsel and suggestions to customers to adequately cover and protect their valued assets through upselling and cross-selling insurance products and services.
• Achieve individual goals on call quality, handle time, lead transfer ratio, adherence, first call resolution, and reliability.
• Maintain and track accurate data in various computer systems.

Requirements

• Associates degree in a business-related field or equivalent training required.
• Minimum of 6 months related work experience required, with customer service experience preferred.
• Excellent oral, written, and interpersonal communication skills.
• Ability to multi-task in a structured work environment.
• Ability to handle confidential and proprietary information.
• Proficiency with computers and knowledge of Microsoft Office tools is necessary.
• Clear understanding of the organization's policies, standards, and procedures to guide customer interactions.
• Appropriate licenses upon hiring/training, along with passing Proficiency Assessments is required.

Benefits

• Comprehensive benefits package
• Continuous learning opportunities
• Supportive work environment
• Diversity, equity, and inclusion initiatives