Bilingual Customer Service Representative (Primarily Home)

Job Description Summary

You will report to a Customer Service Manager and participate in required training activities and learn product and system knowledge necessary to respond to auto policy-related inquiries received from agents, agency staff, operations and customers.

You will focus on providing outstanding, customer service while working diligently to meet customer needs. You will strive to resolve on first call, with minimal effort required on the part of the customer thus providing the most customer value.

You will be fluent in English and Spanish.

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles).

On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events.

For this reason, you should live proximate to one of the locations listed below :

Madison, WI 53783; Phoenix, AZ 85034; Nashville, TN 37214

Internal candidates are encouraged to apply regardless of location and will be considered based on the needs of the role.

The starting pay is $23.00 / hour and the start date is November 11, 2024

Mandatory training will be held virtually for the first 6 weeks of employment. The hours during training are Monday-Friday 9am-6pm CST.

No time off can be taken during training.

Normal business hours are Monday-Thursday 7am-9pm CST, Friday 7am-8pm CST, and rotating Saturday 8am-4pm CST. Once training is finished your schedule will align to one of the following schedules :

Monday-Friday 11am-8pm CST, rotating Saturday 8am-4pm CST

Monday-Thursday 12pm-9pm CST, Friday 12pm-8pm, rotating Saturday 8am-4pm CST

While not required to be considered for this role, if you currently have an active Property & Casualty license, you will receive a bonus of $250.00.

LI - Remote

Position Compensation Range :

$23.00 - $30.76

Pay Rate Type : Hourly

Hourly

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• You will develop knowledge of systems and several application trainings associated with policy processing.
• You will respond to basic inquiries from agents, agency staff & customers related to policies and accounts with supervision.
• You will attend training and obtain licenses to acquire skills needed to transition to next level.
• You will provide input on process Improvement ideas for customer and agent support processes.
• You will follow procedures and continuous process improvement standard work.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated written and verbal communication skills
• Demonstrated typing / keyboarding skills (30 wpm)
• Demonstrated experience with various PC software applications (e.g. Microsoft Office Suites, Internet Explorer, Outlook).
• Demonstrated math skills (multiplication, division, addition, subtraction).
• Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.

License

Property & Casualty (P&C) License preferred but not required

Travel Requirements

Up to 10%.

Physical Requirements

Work that primarily involves sitting / standing.

Working Conditions

Not applicable.

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture.

We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health.

We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees).

In addition, our student loan repayment program and paid-family leave are available to support our employees and their families.

Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.