American Family Insurance ยท 15 hours ago
Bilingual Customer Service and Sales Representative
Phoenix, AZ
Full-time
Hybrid
New Grad, Entry Level
$25/hr - $31.88/hrAmerican 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.
Angel InvestmentFinanceVenture Capital
No H1B
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
Qualification
Required
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
American Family Insurance
For more than 90 years, American Family Insurance has built its reputation on sound principles.
Founded in 2013
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Dan Reed
Founder. President, and MD
Recent News
Business Insider
2025-12-25
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