[Remote] Bilingual Licensed Customer Service Representative - Remote
Note: The job is a remote job and is open to candidates in USA. Liberty Mutual Insurance is a Fortune 100 company seeking a Bilingual Licensed Customer Service Representative to join their Gold Customer Service team. The role involves providing expert assistance to agents and enhancing customer satisfaction through effective communication and support in a fast-paced environment.
Responsibilities
- Assists customers in their time of need by building rapport and efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes
- Delivers expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention
- Provides guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services
- Upholds customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability
- Accurately maintains and tracks data across various computer systems
Skills
- Bilingual in Spanish and English
- Valid Property & Casualty License or a Personal Lines License
- Associate degree in a business-related field or equivalent experience
- Minimum of 6 months' related work experience
- 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
- Capacity to multitask in a structured work environment
- Ability to handle confidential and proprietary information
- Proficiency with computers
- Knowledge and ability to use Microsoft Office tools
- Clear understanding of the organization`s policies, standards, and procedures to guide customer interactions
- Customer service experience
Benefits
- Flexible Time Off Annual Accrual - days: 15
- Paid, mandatory training lasting approximately 12 weeks
- Comprehensive benefits
- Workplace flexibility
- Professional development opportunities
- Opportunities provided through our Employee Resource Groups
Company Overview