881 Liberty Mutual Insurance jobs in Jersey City

• Customer Support : Respond to customer inquiries via phone, email, and chat promptly and professionally, ensuring timely and accurate information.
• Issue Resolution : Troubleshoot and resolve customer issues, complaints, or concerns in a friendly and efficient manner. Escalate complex issues to the appropriate team members when necessary.
• Product Knowledge : Provide customers with detailed product information and updates, assist with product selection, and guide them through features and benefits.
• Order Management : Process orders, returns, exchanges, and refunds accurately while maintaining high attention to detail.
• Customer Follow-Up : Ensure customers receive follow-up communication on their inquiries or unresolved issues. Ensure customer satisfaction post-resolution.
• Documenting Interactions : Maintain accurate records of customer interactions, transactions, comments, and complaints in CRM systems.
• Cross-Functional Collaboration : Work closely with other departments (sales, technical support, etc.) to ensure customer needs are met and service standards are maintained.
• Upselling & Cross-Selling : Promote additional products, services, or upgrades to customers when applicable, while maintaining a customer-first approach.
• Feedback Collection : Gather customer feedback and suggest improvements based on recurring issues or opportunities for service enhancement.

We need a Customer Service Representative (CSR) that serves as the first point of contact for customers, addressing questions and concerns related to a company's products or services through phone, email, or chat. Primary responsibilities include resolving issues, offering product information, processing orders, and ensuring a high level of customer satisfaction through effective communication and problem-solving. Key traits for success in this role include empathy, patience, active listening, and proficiency in customer service tools and software.

Duties / Responsibilities:

• Communicate with customers via phone or in person to provide information about products and services, process orders, close accounts, or gather details regarding complaints.
• Maintain accurate records of customer interactions, including inquiries, complaints, comments, and the actions taken to resolve issues.
• Verify that necessary changes or corrections have been made to effectively resolve customer concerns.
• Calculate service charges, collect payments or deposits, and coordinate billing arrangements as needed.
• Escalate unresolved customer issues to the appropriate department for further review and resolution.
• Analyze insurance policy terms to determine whether specific losses are covered under the policy.
• Follow up with customers to respond to inquiries, share updates on claim investigations, or communicate planned adjustments.
• Address customer complaints related to service or billing by facilitating activities such as merchandise exchanges, refunds, or billing corrections.
• Review and compare disputed items with original orders and invoice records; prepare accurate documentation for returned goods.
• Gather and evaluate all relevant information to assess the validity of customer complaints and identify potential contributing factors, such as weather-related impacts on utility bills.

Skills / Requirements / Qualifications

• Active Listening: Fully focusing on what others are saying, taking the time to understand their points, asking relevant questions, and avoiding inappropriate interruptions.
• Verbal Communication: Clearly and effectively conveying information when speaking with others.
• Customer Service Orientation: Proactively seeking opportunities to assist and support customers.
• Persuasion: Influencing others to consider different viewpoints or change their behavior when appropriate.
• Reading Comprehension: Interpreting and understanding written content in work-related documents.
• Critical Thinking: Applying logical reasoning to evaluate options, identify strengths and weaknesses, and develop effective solutions.
• Written Communication: Writing clearly and appropriately based on the needs of the audience.
• Coordination: Aligning personal actions with those of others to work efficiently and collaboratively.
• Social Awareness: Recognizing and understanding the emotions and reactions of others.
• Negotiation: Facilitating discussions to resolve differences and reach mutually beneficial agreements.

Job Zones
Title: Job Zone Two – Some Preparation Needed

Education: These roles typically require a high school diploma.

Related Experience: Some prior work-related experience, knowledge, or skills are usually beneficial. For instance, a teller would gain an advantage from previous experience in customer-facing roles.

Job Training: Positions in this zone generally require a few months to one year of on-the-job training, often working alongside experienced colleagues. Some roles may also be linked to formal apprenticeship programs.

Job Zone Examples: These jobs often focus on applying practical knowledge and interpersonal skills to assist others. Common examples include customer service representatives, retail sales associates, forest firefighters, physical therapist aides, sheet metal workers, and bank tellers.

We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

Responsibilities:

• Gathering invoices, statements, reports, personal details, documents and information from employees, other departments and clients.
• Scanning through information to identify pertinent information.
• Correcting errors and organizing the information in a manner that will optimize swift and accurate capturing.
• Creating accurate spreadsheets.
• Entering and updating information into relevant databases.
• Ensuring data is backed up.
  
  Requirements:
• High school diploma.
• 1+ years experience in a relevant field.
• Good command of English.
• Excellent knowledge of MS Office Word and Excel.
• Strong interpersonal and communication skills.
• Ability to concentrate for lengthy periods and perform accurately with adequate speed.
• Proficient touch typing skills.