Customer Service and Sales Representative

American Family Insurance

About the Role

This position provides support to customers (insureds, clients, advisors, partners and agencies), as well as internal and external business partners. Continually develops (or evolves) knowledge and skills necessary to provide expected support. Understands and maintains key performance indicators while living company values.

Compensation Range: $25.00 - $31.88 Hourly. Compensation may vary based on job level and geographic work location.

Relocation support is offered for eligible candidates.

Key Responsibilities

• Responds to customer interactions regarding billing, policy coverage, and policy changes. Interactions may occur through various customer contact channels such as phone, email, e-form, chat, and/or social media platforms.
• Accepts ownership of requests and provides thorough service to ensure complete customer satisfaction.
• Empowered to take risks and make exception decisions. Reviews the situation to ensure decision is appropriate for both the customer and the organization.
• Assists with peer development through information and knowledge sharing.
• Learns, embraces, and applies process improvement concepts in day-to-day work, identifying opportunities for improvement and making recommendations for change.
• Actively attends scheduled training classes as required, as well as participates in development opportunities to further expand customer service skills.

Requirements & Tech Stack

• Demonstrated experience providing customer-driven solutions, support or service.
• Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.).
• Demonstrated experience in a customer service environment (this includes face-to-face service or contact center; retail, insurance, hospitality, etc.).
• Demonstrated ability to take the lead and guide customers to resolution.
• If unlicensed, provide proof of successful passing completion of pre-licensing course for employee's resident state.

Licenses

• Property and Casualty producer license for resident state must be obtained within 30 days of hire.
• Property and Casualty producer license for all other operating and/or service states must be obtained within 60 days of hire.
• In some cases, based on business needs, one or more required producer licenses may be required sooner than the timelines stated above.

Additional Information

• All employees participate in New Employee Orientation during their first week.
• Offer to selected candidate will be made contingent on the results of applicable background checks.
• Offer to selected candidate is contingent on signing a non-disclosure agreement.
• Sponsorship will not be considered for this position unless specified in the posting.

Travel Requirements: Up to 10%.

Physical Requirements: Work that primarily involves sitting/standing.