Customer Service Representative

Customer Service Representative

Remote, United States

Job Description

Job Category

Customer Service

Subcategory

Service – CSR/Call Center

Typical Starting Salary

$46,600 $58,050

Minimum Salary

$40,500.00

Maximum Salary

$74,200.00

Schedule

Full-Time

Education Level

High School Diploma/GED

Flexible Time Off Annual Accrual – days

15

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

Within our Customer Response Center, the Remote Customer Service Representative provides timely, accurate and responsive information and service to policyholders and agents for a division of Personal Lines products, plans and programs. Independently solve problems relating to policies within scope and escalate others as appropriate. Identifies, analyzes, and owns customer policy needs to ensure high customer satisfaction, growth and retention of business.

Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.

Location will be remote/virtual for a hire date of 9/9/24.

We are currently not hiring candidates from the following states: NY, CA, AK, HI, NM or IL.

$1,500 Sign-On-Bonus (paid out in two payments and based on performance/being in good standing with the company).

Paid training is Monday – Friday, 9:00am – 5:30pm EST (full time) for approximately 10 weeks. Training is a critical component to your success and that success starts with reliable attendance. Attendance and active engagement during training is mandatory for success in this role.

After onboarding and training is complete, go-forward shifts will have a start time between the hours of 8am and 10:30am EST/8-hour shifts.

One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week when working the weekend.

Initially you will be aligned to support our Expanded Call Group. As time progresses and you gain experience, you will be expected to move into more complex call groups when there is a business need. As you promote through the different call groups, you will be eligible for promotional salary increases.

All equipment is provided. However, to work from home you must have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps along with a quiet, secure, distraction free place to work.

Responsibilities:

• Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
• Builds rapport with each customer.
• Listens to customers’ requests and inquiries.
• Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
• Uses de-escalation tactics and when necessary, escalates to appropriate team.
• Processes policyholder transactions accurately and within Customer Response Center established time standards.
• Interprets policy contracts to insured based on expert knowledge of personal lines auto products.
• Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
• Understands aspects of billing systems as it pertains to policy coverage.
• Identifies and communicates transactions and impact to policy premium.
• Evaluates and makes decisions regarding exceptions to payment plan and fees.
• Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
• Proficiently utilizes on-line reference materials relating to auto policies to provide confident, accurate, and efficient service.
• Develops and maintains product, procedural and technical systems knowledge.
• Completes licensing and continuing education requirements.
• Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and has required internet connectivity.
• Performs additional duties as assigned.

Qualifications

• Associates degree and 1+ year Insurance experience preferred.
• 3-5 years related Customer Service experience is required.
• Ability to review, record and organize written data from a variety of sources with no prescribed format is essential.
• Excellent communication and interpersonal skills are required.
• Personal Lines producer insurance licenses required upon hiring and training.