Licensed Customer Service Representative CA

California Jobs; St. Helena (CA); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Licensed Customer Service Representative to provide exceptional service to policyholders and agents. This role involves problem-solving and ensuring high customer satisfaction. The position is remote, with paid training and a flexible schedule.

Qualifications

• 3-5 years related customer service experience required.
• Ability to review, record, and organize data from various sources.

Responsibilities

• Provide exceptional customer service by responding promptly to inbound calls.
• Retain policyholders considering cancellation through effective listening.
• Accurately process policyholder transactions within established time standards.

Skills

Communication

Interpersonal Skills

Education

Associate's Degree

Job description

Licensed Customer Service Representative CA

Within our Customer Response Center, the Remote Customer Service Representative provides timely, accurate, and responsive information and service to policyholders and agents for Personal Lines products, plans, and programs. The role involves independently solving problems related to policies within scope and escalating others as appropriate. The representative identifies, analyzes, and owns customer policy needs to ensure high customer satisfaction, growth, and retention of business.

Requirements: Active P&C Producers insurance license REQUIRED, with at least 2 years of active use of the license.

Training: Starts from 9AM - 11AM. Paid training occurs Monday – Friday, 9:00am - 5:30pm EST (full time). Attendance and active engagement during training are mandatory for success.

Work Schedule & Location: Post-training shifts will start between 8am and 10:30am EST, with 8-hour shifts. One weekend day (Saturday or Sunday) is required, with an alternate day off mid-week. The role is remote/virtual; all equipment is provided. Dependable, wired internet with at least 5Mbps upload and 25Mbps download speeds is required, along with a quiet, secure workspace.

Responsibilities:

1. Provide exceptional customer service by responding promptly to inbound calls regarding personal lines policies.
2. Build rapport with customers and listen to their requests and inquiries.
3. Retain policyholders considering cancellation through effective listening, negotiation, and policy review.
4. Use de-escalation tactics and escalate issues when necessary.
5. Accurately process policyholder transactions within established time standards.
6. Interpret policy contracts based on expertise in personal auto lines products.
7. Identify and understand customer needs, implement resolutions, and recommend coverage enhancements.
8. Understand billing systems related to policy coverage and communicate transaction impacts.
9. Manage time effectively to meet service levels and improve customer satisfaction.
10. Utilize online reference materials and technical systems confidently and efficiently.
11. Complete licensing and continuing education requirements.
12. Perform additional duties as assigned.

Qualifications:

• Associate's degree and 1+ year insurance experience preferred.
• 3-5 years related customer service experience required.
• Ability to review, record, and organize data from various sources.
• Excellent communication and interpersonal skills.
• Personal Lines producer insurance licenses required upon hiring and training.

About Us: This position may have in-office requirements depending on the candidate's location. Liberty Mutual is committed to a diverse, equitable, and inclusive workplace, offering comprehensive benefits and learning opportunities. We support a community where all employees can succeed and feel a sense of belonging. We value integrity, hard work, and commitment and are an equal opportunity employer.