Customer Service Representative -Springfield, MA Customer Response Center

Since 1912, we at Liberty Mutual have committed ourselves to providing broad, useful and competitively-priced insurance products and services to meet our customer’s ever-changing needs. As of December 31, 2007, Liberty Mutual Group had $94.7 billion in consolidated assets, $82.3 billion in consolidated liabilities and $25.9 billion in annual consolidated revenue. Liberty Mutual ranks 94th on the Fortune 500 list of largest U.S. corporations based on 2007 revenue, and is the sixth-largest property and casualty insurer in the U.S. based on 2006 direct written premium. Liberty Mutual Group today employs over 41,000 people in more than 900 offices throughout the world.Advance your Customer Service career at Liberty Mutual. For the second consecutive year Liberty Mutual was certified by J.D. Power and Associates for "An Outstanding Customer Service Experience".  During the J.D. Power and Associates survey customers gave Liberty Mutual high scores for representatives’ courtesy, knowledge, concern, useful information, and overall service. As a Liberty Mutual Customer Service Representative, you will be a key point of contact for our customers, answer questions, addressing concerns, and supporting Liberty Mutual's mission of "helping people live safer, more secure lives. Our success depends on delighting our customers, and each day our customer service professionals live up to that responsibility. Our Springfield, MA call center is currently hiring for our October 25, 2008 Customer Service class.  The shift that we are hiring for is: 3:00 pm - 11:00 pm.  Our schedule includes working every Saturday, with Sunday off and an additional day off Monday thru Friday (five day work week).  Training will be Monday - Friday from 12:00 pm - 8:00 pm. As a Customer Service Representative, you will perform a full range of customer service activities such as obtaining information from policy holder callers, responding to inquiries or problems and explaining processing procedures. Responsibilities:  Provide exceptional customer service by responding to all inbound customer calls and written correspondences. Build rapport with each customer.  Actively listen to customers requests and inquires. Retain policyholders who inquire about canceling through open listening, negotiation and policy review. Proactively identify and communicate policy transactions and impact to customer billing.  Evaluate and make decisions regarding exceptions to payment plan and fees.  Make alternate payment arrangements. Manage and utilize time effectives to ensure department meets requires service levels for improved customer satisfaction results.Qualifications: Associates degree in business related field or equivalent training or a minimum of 6 months related work experience. Prior customer service experience is preferred. Appropriate licenses upon hiring/training, along with passing a Proficiency Assessment required. Knowledge of insurance products, plan and programs in a customer service environment a plus. Excellent communication and interpersonal skills are required. Ability to review, record and organize data from a variety of sources with no prescribed format is essential. Benefits: We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following: 401K and Company paid pension plan Medical coverage Dental coverage Paid time-off Pay-for-Performance Discounts on automobile and homeowner's insurance Discount fitness memberships Flexible spending accounts Tuition reimbursement Vision care coverage Work/Life resources Credit Union membership Employee and Dependent life insurance Disability insurance Long-term care insurance  Overview:We believe strongly that commercial success can be achieved in a manner consistent with principles and ideals that bind us together as one company, that set us apart from our competitors, and that in the end will allow us to say we have succeeded commercially by doing the right thing the right way We believe that the Company’s success is inextricably linked to our employees’ satisfaction and success: satisfaction that they work for an industry leader committed to improving safety, satisfaction that they work for a company that does the right thing, and satisfaction that the company will reward them for their contributions and provide opportunities for personal growth and success.  We believe our employees take pride in knowing that they help people live safer more secure lives everyday.  Responsibility. What's your policy? Job Information Company: Liberty Mutual Group Location: SPRINGFIELD, MA 01105 Status: Full Time, Employee Job Category: Customer Support/Client Care Career Level: Entry Level Contact Information Company: Liberty Mutual Group Reference Code: 02206