Note: The job is a remote job and is open to candidates in USA. 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 across various channels, ensuring customer satisfaction, and advocating for their needs.
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 skills
- 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
- Knowledge necessary to provide expected support
- Understanding and maintaining measurements while living company values
- Experience in resolving service issues in an unscripted customer care center environment
- Ability to assess customer needs and advise on policy coverage and options
- Responding to customer interactions regarding billing, policy coverage, and policy changes
- Accepting ownership of requests and providing 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
- Building relationships with customers to maintain a high level of client retention and product loyalty
- Communicating with partners to collaboratively support customers
- Staying abreast of and following organization processes, assisting customers following federal and state regulations
- Living the One AmFam culture and collaborating cross-divisionally
- Helping with peer development through information and knowledge sharing
- Embracing LEAN concepts in daily work and identifying opportunities for improvement
- Attending scheduled training classes and participating in development opportunities
- Ability to work in a primarily home-based role
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
For more than 90 years, American Family Insurance has built its reputation on sound principles. It was founded in 2013, and is headquartered in Madison, Wisconsin, USA, with a workforce of 10001+ employees. Its website is http://amfamventures.com/.
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