Customer Service Representative - Liberty Lake, WA at Liberty Lake

Liberty Mutual Insurance

At Liberty Mutual Insurance, doing the right thing is essential to all that we do. Our commitment to building and sustaining a talented and diverse workforce has helped us to become a global leader in property and casualty insurance. As of December 31, 2012, Liberty Mutual Insurance had $36.9 billion in annual consolidated revenue. Our financial strength and profitability rely on the skills, knowledge, and creativity of our more than 50,000 employees in over 900 offices worldwide. As number 81 on Fortune Magazines list of the 100 largest corporations in the U.S., we have the resources and training our employees need to drive our business forward and be successful in an ever-evolving, complex world.

Liberty Mutual Insurance offers a wide range of insurance products and services, including personal automobile, homeowners, workers compensation, property, commercial automobile, general liability, global specialty, group disability, reinsurance and surety.

Liberty Mutual Insurance (www.libertymutual.com) employs over 45,000 people in more than 900 offices throughout the world.

Advance your career at Liberty Mutual - A Fortune 100 Company!

Safeco Insurance isa business unit of the Liberty Mutual Group. Safeco is committed to providing a range of superior property and casualty products to customers across the United States through a network of independent agents. Safeco is proud to support the communities that we live and work in and values a diverse work force.

Start your career at Liberty Mutual as a Customer Service Representative (CSR) in our Call Centers Gold division. As a CSR, Gold youll provide exceptional service to our agents customers by working as an extension of our independent agents offices for our Safeco products and Agency Markets services.

We are looking for someone who can provide excellent customer service, with timely and accurate information. Can independently solve problems and identify and analyze customer and/or agent concerns and needs. Perform in a fast-paced, high-production, high-volume environment that focuses heavily on customer service and sales where the work is driven primarily by inbound calls and communications.

Its a great place to gain new credentials, explore the insurance industry in a very meaningful way and launch your career at Liberty Mutual!

This position is in ourLiberty Lake, WA location.

Responsibilities:

• Participates in and successfully completes the onsite, 12-week Agent Training program which includes formal classroom instruction and assessments. Agents License is required.
• Answers inbound customer phone inquiries in a call center environment where you will be responsible for Personal lines service activities requiring extensive client contact, including answering questions regarding renewals, providing timely and accurate guidance and service to policy holders and agents and develop policy change quotes based upon acquired risk information.
• Identifies cross-selling and upselling opportunities including identifying new revenue opportunities from additional lines of coverage and asking current policyholders for opportunities to quote additional lines. Current cross-selling standards of performance apply.
• Ability to use sales and selling techniques such as securing critical risk information, identifying and overcoming objections, solving prospect or policyholder problems, generating interest asking for the sale and conducting follow-up to convert leads to sales on every call.
• Use your consultative skills by identifying and analyzing customer needs to ensure high customer satisfaction, growth and retention of business.
• Provides timely and accurate guidance and solutions to policyholder/agent questions for efficient call handling & problem resolution.
• Coordinates all service requirements and client inquiries with primary responsibility for resolving client problems as they arise, including endorsements and counseling prospects and policyholders on coverages, limits, and regulations.
• Understands and explains policy, coverage, billing and eligibility provisions related to unique circumstances. Identifies coverage gaps; communicates additional coverage needs to customer.
• Supports agent/customer relationships; maintain each agencys brand with a superior level of customer service by educating agents and policyholders on new and existing products & services and other available resources on every call. Maintains reliability and adherence standards according to the service level agreements of our agents.
• Maintains accurate data in appropriate systems in order to reflect account activity by tracking and capturing information and data.
• Stays updated on and properly execute upon newsflashes, new workflows and processes.
• Performs all responsibilities to achieve individual goals on quality, handle time, lead transfer ratio, adherence, reliability, and client satisfaction.

Qualifications:

Qualified candidates will possess an Associates degree or 6-12+ months relevant work experience. Previous customer service experience in a call center is strongly preferred to demonstrate prior track record in qualifying and meeting customer needs.

This position requires availability to work a flexible schedule, running between the hours of 6:15am - 12:15am, 7-days a week, including holiday and weekend coverage and potential for split-days off.

This position starts onAugust 5, 2013 andrequires 12-weeks of uninterrupted training, Monday-Friday 8am-4:30pm, with the potential for flexible hours.

Relocation is not provided with this position.

To be successful, candidates will need:

• Exceptional customer service skills, focus and strong aptitude for sales
• Ahigh level of proficiency and experience in a Windows based environment and knowledge and ability to use Microsoft office tools is necessary in order to review, record and organize written data from a variety of sources
• Concise and accurate documentation practices, with capability to talk, think and type
• Ability to learn and apply new information quickly and to interpret insurance needs and offer appropriate solutions to customers
• Ability to easily multi-task in a structured work environment
• Excellent oral and written communication skills with active listening capabilities and the ability to use influencing skills
• Ability to type at 25 words per minute in accuracy and speed is required
• Successfully pass the Property & Casualty licensing exam following company provided licensing training

If you are an individual who has a passion for customer service and wants to positively impact others, apply now!

Benefits:

We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following:

• 401K and Company paid pension plan
• Medical coverage
• Dental coverage
• Paid time-off
• Pay-for-Performance
• Discounts on automobile and homeowners insurance
• Discountfitness memberships
• Flexible spending accounts
• Tuition reimbursement
• Vision care coverage
• Work/Life resources
• Credit Union membership
• Employee and Dependent life insurance
• Disability insurance

Overview:

We believe strongly that commercial success can be achieved in a manner consistent with principles and ideals that bind us together as one company, that set us apart from our competitors, and that in the end will allow us to say we have succeeded commercially by doing the right thing the right way

We believe that the Companys success is inextricably linked to our employees satisfaction and success: satisfaction that they work for an industry leader committed to improving safety, satisfaction that they work for a company that does the right thing, and satisfaction that the company will reward them for their contributions and provide opportunities for personal growth and success.

We believe our employees take pride in knowing that they help people live safer more secure lives everyday.

Responsibility. Whats your policy?

Country: USA, State: Washington, City: Liberty Lake, Company: Liberty Mutual Insurance.