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Associate Customer Service Representative
Liberty Mutual
Fairfield, OH, United States
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Description
Advance your Customer Service career at Liberty Mutual Insurance- A Fortune 100 Company! Superior Customer Service is our primary goal. Join the team in our start of the art Fairfield, OH facility.
Liberty Mutual is actively searching for an Associate Service Representative (CSR) - (Small Business Insurance Advisor) to join our Small Business Service Center team. The Small Business Service Center partners with appointed independent agents across the country to provide sales and services for small commercial clients. As a Small Business Insurance Advisor, you will interact with policyholder’s daily providing best-in-class coverage counseling and service that enables them to live safer more secure lives.
Our Common Purpose is the guiding principle that exemplifies the way we behave at Liberty Mutual Insurance. It defines how we interact with our customers, agents, and each other to deliver the kind of service excellence that differentiates us from our competitors.
Responsibilities:
• Responds to customer service inquiries related to renewal and service activities requiring extensive client contact via email, fax and phone; gathers necessary policy information, orders quotes and counsels customers in regards to their commercial insurance needs
• Educate customers on new and existing products, available services and resources
• Delivers expertise by identifying and analyzing customer needs to ensure high customer satisfaction. Provide timely and accurate guidance and solutions to customer questions
• Understands and explains policy, coverage, billing and eligibility provisions related to individual customer circumstances
• Assist with cross-selling current clients, including identifying new revenue opportunities from additional lines of coverage and asking current policyholders for opportunities to quote additional lines.
• Work with regional partners and other internal stakeholders to resolve service issues.
• Stays updated and properly executes new workflows and processes.
• Upholds our client care standards by achieving individual goals on call quality, customer satisfaction, efficiency, productivity, adherence, first call resolution, and reliability.
Qualifications:
Required capabilities include the ability to:
• Focus on customers and deliver excellent customer service
• Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a structured work environment
• Identify and solve problems; readily adapt, communicate well
• Promote teamwork, achieve results and execute thoroughly
• At least 12 months of experience
• Bachelor’s degree or equivalent preferred
• Must be able to acquire and maintain valid resident Commercial Property and Casualty license and continuing education as outlined by the insurance license requirements