[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 across various channels, resolving service issues, and ensuring customer satisfaction through effective communication and relationship building.

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 (4+ days per week) working from home, proximate to Phoenix, AZ (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
• 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 for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

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