Bilingual Customer Support Associate - Onsite Training

American Family Insurance; Flagstaff (AZ); Hybrid; USD 34,000 - 44,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision,

Job summary

American Family Insurance in Flagstaff, AZ is hiring a Customer Service Associate. The role requires onsite attendance for the first 3-4 weeks of training, followed by a transition to remote work for the remainder of training.

You will serve as the first point of contact for routine service issues, guide customers, enter requests, and escalate complex problems to specialists. Bilingual English/Spanish candidates are welcome.

Qualifications

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated written and spoken communication skills.
• Demonstrated ability managing multiple priorities in a fast-paced environment.
• Demonstrated ability to troubleshoot and resolve root cause issues.
• Bilingual assessments in reading, understanding, writing, and conversing in English and Spanish.

Responsibilities

• Serves as a first customer point- of- contact regarding routine service issues, assist in troubleshooting issues, and enter service requests into appropriate systems for resolution by appropriate service partners.
• Ensures that all pertinent information is gathered and accurately entered to ensure prompt resolution.
• Receive guidance from coaches on a frequent basis to process requests.
• Develops an understanding of systems and procedures to educate clients and advisors on newly-enacted services, as they arise, to facilitate efficient self-service.
• Serves as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
• Refers more complex issues to appropriate service partners.

Skills

Customer service

Bilingual (English/Spanish)

Troubleshooting

Communication skills

Multi-tasking

Root cause analysis

Job description

American Family Insurance in Flagstaff, AZ is hiring a Customer Service Associate. The role requires onsite attendance for the first 3-4 weeks of training, followed by a transition to remote work for the remainder of training.

You will serve as the first point of contact for routine service issues, guide customers, enter requests, and escalate complex problems to specialists. Bilingual English/Spanish candidates are welcome.