Senior Agent Customer Service Rep

Pay Philosophy
The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

Description
As a Senior Customer Service Rep (CSR) on our Agent team, you'll provide exceptional service to our agents and customers by educating them on self-service tools and Safeco products and Agency Markets services. This role interfaces with agents primarily and requires exceptional listening and communication skills.

• Answer inbound customer calls offering solutions to agent and customer questions and taking the opportunity to educate agents and customers on products and services.
• Present new products and services to Safeco's agents and customers
• Research policy, coverage and eligibility provisions related to unique circumstances
• Perform all responsibilities to achieve individual goals on quality, time and client satisfaction results
• Resolves escalated calls.
• Stays updated on and properly executes upon newsflashes, new workflows and processes Participate as subject matter expert on project teams impacting the contact center (processes, systems, programs, etc)
• Mentor and coach more inexperienced reps on skills and site workflows. Provide leadership by participation in site programs or contests, facilitating stand up meetings, teaching sections of new hire training, etc

• Associates degree in a business related field preferred and a minimum of 2 year as an Agent CSR or a minimum of 4 years external insurance customer service work experience is required.
• Working knowledge of Personal Lines insurance products, plans and programs in a customer service environment.
• Ability to review, record and organize written data from a variety of sources with no pre-established format.
• Excellent oral, written, interpersonal and influencing communication skills, and the capacity to multi-task in a structured work environment, are required.
• Ability to handle confidential and proprietary information is critical.
• Proficiency with computers is mandatory.
• Knowledge and ability to use Microsoft office tools is necessary.
• Must have a clear understanding of the organization's policies, standards and procedures to guide customer interactions.

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco