Bilingual Remote Customer Service Representative
Company: Liberty Mutual
Posted on: June 8, 2021
Bilingual Customer Service Representative
Our Common Purpose is the guiding principle that exemplifies the
way we behave at Liberty Mutual Insurance. It supports us and keeps
us on track as we strive to achieve our business goals. It defines
how we interact with our customers, agents, and each other to
deliver the kind of exceptional customer experience that
differentiates us from our competitors. We achieve our Common
Purpose by demonstrating our Quality Standards of behaving with
integrity, delivering expertise, showing care and compassion, and
making things easy.
The Gold Service program contributes to Safeco's position as a
leader in the independent agency channel. Through Gold, we provide
industry leading expertise to help our independent agents grow and
care for their customers 24 hours a day/7 days a week/365 days a
year. Our support not only improves customer experiences, but also
allows agents to focus on other areas of their business, like
promoting quality growth for Safeco.
At the heart of growing our program is you - our valued
Our call center class begins on Monday, July 19, 2021. Our hours
of operation are from Sunday through Saturday, 7:00am-12:15am PST.
We support our customers 24 hours a day/7 days a week/365 days a
year so our customer service representatives need to be flexible to
work within the hours of operation, plus weekends and holidays.
Through our company paid 10 week training program, you will
learn about insurance policies, regulations, servicing, and what it
takes to demonstrate our Quality Standards and Common Purpose,
delighting our customers and agents every step of the way. Training
hours are from 8:00am-4:30 pm, Monday through Friday. This includes
formal classroom instruction, assessments, and testing to pass the
Personal Lines Licensing exam, which is a requirement for this
- The following states/districts are excluded from eligibility at
this time: Alaska, California, Hawaii, Illinois, Kentucky,
Louisiana, Michigan, Montana, Nevada, New York, Washington DC, West
- Helps customers in their time of need by building rapport,
responding to, and resolving inbound phone calls in a fast-paced
call center environment. This is done by identifying and providing
services and solutions to their questions regarding renewals,
coverage, eligibility, billing, and policy changes.
- Delivers expertise by identifying and analyzing customer and
agent needs to ensure high satisfaction, growth and retention of
- Provides counsel, guidance and suggestions to our customers to
adequately cover and protect what they value most. This is done by
using upselling and cross-selling sales skills to educate customers
and agents on new and existing insurance products & services.
- Upholds our customer care standards by achieving individual
goals on call quality, handle time, lead transfer ratio, adherence,
first call resolution, and reliability.
- Maintains and tracks accurate data in various computer
- Associate`s degree in a business related field or equivalent
- Must be bilingual English/Spanish
- Minimum of 6 months related work experience required, Customer
service experience preferred.
- 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,
and the capacity to multi-task in a structured work environment are
- Ability to handle confidential and proprietary information is
- Proficiency with computers is mandatory.
- Knowledge and ability to use Microsoft office tools is
- Must have a clear understanding of the organization`s policies,
standards and procedures to guide customer interactions.
- Appropriate licenses up hiring/training, along with passing
Proficiency Assessments is required.
- Our Gold team plays an essential role in delivering
#peaceofmind to our customers and agents, and we look forward in
having you join us to help achieve our goals together.
At Liberty Mutual, our purpose is to help people embrace today
and confidently pursue tomorrow. That's why we provide an
environment focused on openness, inclusion, trust and respect.
Here, you'll discover our expansive range of roles, and a workplace
where we aim to help turn your passion into a rewarding
Liberty Mutual has proudly been recognized as a "Great Place to
Work" by Great Place to Work US for the past several years. We were
also selected as one of the "100 Best Places to Work in IT" onIDG's
Insider Pro and Computerworld's 2020 list. For many years running,
we have been named by Forbes as one of America's Best Employers for
Women and one of America's Best Employers for New Graduates-as well
as one of America's Best Employers for Diversity. To learn more
about our commitment to diversity and inclusion please visit:
We value your hard work, integrity and commitment to make things
better, and we put people first by offering you benefits that
support your life and well-being. To learn more about our benefit
offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not
tolerate discrimination on the basis of race, color, national
origin, sex, sexual orientation, gender identity, religion, age,
disability, veteran's status, pregnancy, genetic information or on
any basis prohibited by federal, state or local law.
Keywords: Liberty Mutual, Plano , Bilingual Remote Customer Service Representative, Other , Plano, Texas
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