Associate Service Representative, Commercial

53224, Milwaukee
Nov 20, 2021
Jan 19, 2022
Job Type
Not Specified
Career Level
Not Specified

In the Small Business Service Center (SBSC), we provide industry leading expertise and customer experience support for our independent agent's small commercial business insureds, allowing our agents to focus on building and growing their agency.


Our Associate Service Representatives provide information upon general policy inquiries, coverage counsel, answer questions around billing, as well as process policy changes and endorsements, mid-term quotes, certificates of insurance and auto Identification cards.  


Our hours of operation are from Monday through Friday, 8:00am-9:00pm EST. Our customer service representatives need to be flexible to work within the hours of operation, plus some holidays. 


Our call center class begins on Monday, Jan 3, 2022. Mandatory attendance is critical to your success and as such is required for the duration of training where performance will be continually assessed throughout. Training hours will range between 7:00am-4:30 pm PST, Monday through Friday. This includes formal virtual classroom instruction, assessments, and testing to pass the Resident state Property and Casualty Licensing exam, which is a requirement for this role.  


The following states/districts are excluded from eligibility at this time: Arizona, Illinois, California, Hawaii 


Job Responsibilities:


  • Advocates for customers in their time of need by building rapport, responding to, and resolving inbound phone calls and emails in a fast-paced call center environment. This is done by identifying and providing customer centric solutions to their questions regarding renewals, coverage, billing, mid-term quotes and policy changes. 


  • Provides counsel, guidance, and suggestions to our customers to adequately cover and protect what they value most. This is done by coverage counseling skills to identify lead generation opportunities and educate customers and agents on new and existing insurance products & services.


  • Delivers expertise by Identifying and analyzing customer and agent needs to ensure high customer satisfaction. 


  • Collaborates with regional partners and Internal departments to resolve low, complex and standard service issues. Stays updated on and adapts quickly by properly executing upon new workflows and processes changes.  


  • Upholds our customer care standards by achieving individual goals on work quality, phone and email handle time, lead transfer ratio, adherence, and reliability. 

Required capabilities include:  

  • Associate`s degree in a business-related field or equivalent training preferred.
  • Minimum of 1-2 years of relevant customer service or administrative experience preferred. 
  • Prior Call Center experience preferred. 
  • Proficiency with computers is mandatory. 
  • Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast pace structured teamwork environment is required. 
  • Intermediate level of skill required to open, create, and modify various documents using the Microsoft Office suite (e.g., documents, spreadsheets, e-mail, etc.) and enter/retrieve information using various applications/systems.  
  • Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of the department's policies and procedures. 
  • Must be able to acquire and maintain company and department Work at home (W@H) requirements; Dedicated room with a desk, safe, quiet, professional working environment, and wired connected high-speed internet with a minimum of 5 dedicated mbps (20 mbps or more is recommended through a cable, fiber, or DSL service). 
  • Must be able to acquire and maintain valid resident and/or nonresident P&C licenses in all 50 states and continuing education as outlined by the resident insurance license. 

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 profession.  


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 Graduatesas 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:  


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. 

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