[Hiring] Customer Service and Sales Representative @American Family Insurance

Role Description

This position provides support to customers (insureds, clients, advisors, partners, and agencies), as well as internal and external business partners. Continually develops (or evolves) knowledge and skills necessary to provide expected support. Understands and maintains key performance indicators while living our company values.

Position Compensation Range: $25.00 - $31.88

Pay Rate Type: Hourly

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

Primary Accountabilities

• Responds to customer interactions regarding billing, policy coverage, and policy changes through various customer contact channels such as phone, email, e-form, chat, and/or social media platforms.
• Accepts ownership of requests and provides thorough service to ensure complete customer satisfaction.
• Empowered to take risks and make exception decisions, reviewing situations to ensure decisions are appropriate for both the customer and the organization.
• Assists with peer development through information and knowledge sharing.
• Learns, embraces, and applies process improvement concepts in day-to-day work, identifying opportunities for improvement and making recommendations for change.
• Actively attends scheduled training classes as required and participates in development opportunities to further expand customer service skills.

Qualifications

• Demonstrated experience providing customer-driven solutions, support, or service.
• Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.).
• Demonstrated experience in a customer service environment (includes face-to-face service or contact center; retail, insurance, hospitality, etc.).
• Demonstrated ability to take the lead and guide customers to resolution.
• If unlicensed, provide proof of successful completion of pre-licensing course for employee's resident state.

Requirements

• Property and Casualty producer license for resident state must be obtained within 30 days of hire.
• Property and Casualty producer license for all other operating and/or service states must be obtained within 60 days of hire.
• In some cases, based on business needs, one or more required producer licenses may be required sooner than the timelines stated above.
• Travel Requirements: Up to 10%.
• Physical Requirements: Work that primarily involves sitting/standing.

Additional Information

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week, held in person at our Madison, WI Headquarters or one of our AmFam core locations.
• 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

• Access to comprehensive medical, dental, vision, and wellbeing benefits.
• Competitive 401(k) contribution and a pension plan.
• Annual incentive and 9 paid holidays.
• Paid time off program (23 days accrued annually for full-time employees).
• Student loan repayment program and paid-family leave available.
• Interns and contingent workers are not eligible for American Family Insurance Group benefits.

Company Description

We are an equal opportunity employer, complying with all applicable federal, state, and local laws pertaining to non-discrimination, non-harassment, and equal opportunity. We consider qualified applicants with criminal histories, consistent with applicable laws.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [email protected] to request a reasonable accommodation.