Licensed Customer Service Representative - Remote

Overview Licensed Customer Service Representative - Remote. This role is with Liberty Mutual Insurance. Base pay range: $37,000.00/yr - $76,000.00/yr. The pay range provided by Liberty Mutual Insurance reflects typical ranges; actual pay will be based on skills and experience. This is a remote position; candidates should reside within Mountain or Pacific Time zones. Excluded states/territories: Alaska, California, Hawaii, Illinois, Maryland, New York, and Washington, D.C. We are hiring for our Gold Customer Service licensed class starting November 3, 2025. Candidates must hold a valid Property & Casualty License or a Personal Lines License to qualify for this role. The Gold team provides 24/7 support to agents and customers, with a focus on growth, development, and well-being. The role involves assisting agents and customers by delivering expert, around-the-clock support, contributing to customer satisfaction and helping agents grow their businesses. The company emphasizes personal and professional growth, integrity, care, and simplicity. Training is paid and mandatory, lasting approximately 12 weeks, Monday through Friday from 7:00 AM to 3:30 PM PST. Attendance and performance are monitored to ensure success. Responsibilities and shifts: this is a 24/7 customer service role requiring flexibility to work various shifts including weekends and holidays. Note: This role is remote; please ensure you reside in Mountain or Pacific Time zones. Responsibilities Assists customers in their time of need by building rapport and efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes. Delivers expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention. Provides guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services. Upholds customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability. Accurately maintains and tracks data across various computer systems. Qualifications Property & Casualty License or a Personal Lines License. Associate degree in a business-related field or equivalent experience required. A minimum of 6 months' related work experience required; customer service experience preferred. Ability to review, record, and organize written data from diverse sources. Excellent oral, written, and interpersonal communication skills with the ability to multitask in a structured work environment. Ability to handle confidential and proprietary information. Proficiency with computers and knowledge of Microsoft Office tools. Understanding of the organization’s policies, standards, and procedures to guide customer interactions. About Us and Benefits Liberty Mutual is committed to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. We offer comprehensive benefits and continuous learning opportunities to support both professional and personal growth. 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 any other basis prohibited by law. Pay philosophy: compensation varies based on skills, experience, education, certifications, and location, and some roles may include commissions or bonuses as defined in the role’s compensation plan. #J-18808-Ljbffr