Bilingual Customer Service and Sales Representative

American Family Insurance is seeking a Bilingual Customer Service and Sales Representative to provide support to insureds and agencies. The role involves handling customer interactions regarding billing, policy coverage, and changes while ensuring high customer satisfaction and retention.

Responsibilities

• You will respond to customer interactions regarding billing, policy coverage, and policy changes. Interactions may occur through multiple customer contact channels such as phone, email, e-form, chat, and social media platforms
• You will accept ownership of requests and provide service to ensure complete customer satisfaction
• Empowered to take risks and make exception decisions. Review the situation to ensure decision is appropriate for both the customer and us
• We ask probing questions and listen, showing interest and compassion to provide customers with a high-touch customer experience for all interactions and programs
• We build relationships with customers to maintain a high level of client retention and product loyalty, educating and advising on our insurance needs
• Communicate with partners to collaboratively support customers through multiple programs
• Stay abreast and follows organization processes, assisting customers following federal and state regulations
• Live the One AmFam culture, collaborate cross-divisionally to achieve a seamless customer experience
• Help with peer development through information and knowledge sharing
• Embrace the LEAN concepts in daily work, identifying opportunities for improvement and making recommendations for change
• Attend scheduled training class, and participates in development opportunities to further expand Customer Service skills

Skills

• Bilingual in English and Spanish
• Ability to provide support to insureds and agencies, and internal and external partners
• Genuine desire to connect with the caller while adapting support to the customer's needs
• Ownership of each interaction while advocating for the customer
• Develop knowledge necessary to provide expected support
• Understand and maintain measurements while living company values
• Working skills developed through formal training or work experience
• Ability to identify problems and relevant issues in straightforward situations
• Ability to assess situations using standard procedures
• Ability to work within established procedures with a moderate degree of guidance
• Respond to customer interactions regarding billing, policy coverage, and policy changes
• Accept ownership of requests and provide service to ensure complete customer satisfaction
• Empowered to take risks and make exception decisions
• Ability to ask probing questions and listen to provide a high-touch customer experience
• Build relationships with customers to maintain a high level of client retention and product loyalty
• Communicate with partners to collaboratively support customers
• Stay abreast and follow organization processes, assisting customers following federal and state regulations
• Live the One AmFam culture and collaborate cross-divisionally
• Help with peer development through information and knowledge sharing
• Embrace LEAN concepts in daily work and identify opportunities for improvement
• Attend scheduled training classes and participate in development opportunities
• Ability to work primarily from home, proximate to Phoenix, AZ (within approximately 35-50 miles)
• Ability to travel to an office location for in-person engagement activities as needed
• Pass applicable background checks
• Sign a non-disclosure agreement for proprietary information, trade secrets, and inventions

Benefits

• Comprehensive medical, dental, vision and wellbeing benefits
• Competitive 401(k) contribution
• Pension plan
• Annual incentive
• 9 paid holidays
• Paid time off program (23 days accrued annually for full-time employees)
• Student loan repayment program
• Paid-family leave

Company Overview