[Remote] Customer Service and Sales Representative

Note: The job is a remote job and is open to candidates in USA. American Family Insurance is seeking a Customer Service and Sales Representative to provide support to insureds and agencies. The role involves handling customer interactions regarding billing and policy coverage while ensuring a high level of customer satisfaction.

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

• You will provide support to insureds and agencies, and internal and external partners
• Handle each interaction with a genuine desire to connect with the caller while adapting the support to the customer's needs
• Take ownership of each interaction while advocating for the customer
• Develop (or evolve) knowledge necessary to provide expected support
• Understand and maintain measurements while living our values
• The Customer Service Representative provides service through several direct/indirect customer contact channels
• Representatives will resolve service issues in an unscripted customer care center environment with a focus on one call resolution
• Accepts ownership of the interaction and provides a service, assesses customer needs and advises policy coverage and options
• If you don't currently hold your Property & Casualty Producer's License, American Family will assist you in obtaining your license after offer acceptance
• We require working skills developed through formal training or work experience
• We identify the problems and all relevant issues in straightforward situations, assess each using standard procedures
• We work within established procedures with a moderate degree of guidance
• 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
• In this primarily home-based role, you will spend 80% of your time working remotely

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