Associate Gold Customer Service Representative Bilingual Spanish & English

Liberty Mutual Insurance; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking dedicated individuals to join their customer service team. This role offers the opportunity to assist both English and Spanish-speaking customers, ensuring their inquiries about renewals, coverage, and billing are resolved effectively. With a focus on delivering exceptional customer experiences, candidates will receive paid training and be expected to maintain high standards of service. The company fosters an inclusive environment and values contributions from diverse backgrounds, making it an exciting place to develop your career while helping customers achieve peace of mind.

Benefits

Paid Training

Flexible Work Hours

Comprehensive Benefits

Ongoing Learning Opportunities

Qualifications

• Bilingual in English and Spanish to assist diverse customers.
• Excellent communication and multitasking skills required.

Responsibilities

• Assist customers via inbound calls regarding inquiries.
• Provide expertise in analyzing customer needs for satisfaction.

Skills

Bilingual (English and Spanish)

Customer Service

Communication Skills

Multitasking

Data Organization

Education

Associate Degree

Relevant Work Experience

Tools

Microsoft Office

Job description

Pay Philosophy

The typical starting salary range for this role is determined by various factors including skills, experience, education, certifications, and location. The full salary range reflects the competitive labor market value across the national market and offers opportunities for growth as employees develop within the role. Some roles may include additional compensation such as commissions and/or bonuses based on specific plans.

Our Common Purpose is the guiding principle that exemplifies our behavior at Liberty Mutual Insurance. It supports our efforts to achieve business goals and defines our interactions with customers, agents, and colleagues to deliver exceptional customer experiences. We demonstrate our commitment by upholding our Quality Standards: integrity, expertise, care, and simplicity.

This role requires candidates to be bilingual in English and Spanish, to serve both English-speaking and Spanish-speaking customers.

Eligibility Exclusions:

• States excluded from eligibility: Alaska, California, Hawaii, Illinois, Maryland, New York, and Washington DC.
• States requiring a current personal lines insurance license for eligibility: Alabama, Georgia, Kentucky, and Montana.

The Gold Service program enhances Safeco’s position in the independent agency channel by providing expert support to help agents serve their customers 24/7/365. Our support improves customer experience and allows agents to focus on growth initiatives.

We are hiring for classes starting on June 2, 2025 (for unlicensed candidates) and June 16, 2025 (for licensed candidates).

Since we support 24/7/365 customer service, flexibility to work during various hours, including weekends and holidays, is required.

Paid Training: Attendance is mandatory during the approximately 12-week training period, scheduled Monday-Friday from 10:00 AM to 6:30 PM EST. Performance will be monitored throughout.

Responsibilities include:

1. Assisting customers via inbound calls, resolving inquiries about renewals, coverage, billing, and policies.
2. Providing expertise by analyzing customer and agent needs to ensure satisfaction and retention.
3. Offering guidance and upselling insurance products to protect customer assets.
4. Adhering to customer care standards, achieving goals related to call quality, efficiency, and reliability.
5. Maintaining accurate data in computer systems.

Qualifications include:

• Associate degree or equivalent experience.
• At least 6 months of relevant work experience, preferably in customer service.
• Ability to organize and review data without a pre-set format.
• Excellent communication skills and multitasking ability.
• Handling confidential information responsibly.
• Proficiency with computers and Microsoft Office.
• Understanding of organizational policies and procedures.
• Ability to pass state-specific insurance tests and obtain necessary licenses, which are provided if hired.

We value your contribution and look forward to your joining our team to help us deliver #peaceofmind to our customers and agents.

About Us: Liberty Mutual is dedicated to creating an inclusive environment where employees from diverse backgrounds can thrive. We offer comprehensive benefits, ongoing learning opportunities, and support through Employee Resource Groups. We are committed to fairness and equal opportunity, prohibiting discrimination based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran status, pregnancy, genetic information, or any other protected characteristic.

Fair Chance Notices:
California, Los Angeles (Incorporated and Unincorporated), Philadelphia, San Francisco.