[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