Bilingual Customer Service Representative at American Family Insurance Group

Phoenix, Arizona, United States

$52,000 – $65,000Compensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Fluent in Spanish and English, with demonstrated proficiency in oral, written, and reading communication in both languages
Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English
Demonstrate experience providing customer-focused solutions or support
Demonstrated written and spoken communication skills
Demonstrated ability managing multiple priorities in a fast-paced environment
Ability to troubleshoot and resolve issues
P&C Producer license strongly preferred but not required; must pass state's P&C license exam within 12 months
Internet connection with minimum speed of 100 Mbps download and 10 Mbps upload
Must be proximate to Phoenix, AZ 85040 (required for occasional in-person office visits)
Up to 10% travel
Primarily home-based but able to attend 8-12 weeks in-person training in Phoenix, AZ (9:00am - 5:30pm Central Time, Monday-Friday)
Pass applicable background checks and sign non-disclosure agreement
No sponsorship considered

Serve as first contact for Homesite customers (advisors, clients, relationship partners) for service issues, requests, procedures, and account information
Communicate directly with customers over the phone to research questions, open issue resolution cases, and resolve higher-level problems
Provide exceptional customer service, resolve conflicts while being results-driven and having a growth mindset
Ensure all relevant information is gathered and entered for prompt resolution; receive frequent guidance from coaches
Develop understanding of procedures to educate clients and advisors on newly enacted services for efficient self-service
Act as resource for customers on company or product policies and systems; troubleshoot simple usability issues
Refer more complex issues to appropriate service partners