Bilingual Customer Support Specialist (Hybrid)

American Family Insurance Agency Staff; Phoenix (AZ); Hybrid; USD 71,635,000 - 91,349,000; Full time

Benefits offered by this job

401(k) matching

Pension plan

Annual incentive

9 paid holidays

Paid time off

Student loan repayment

Paid-family leave

Job summary

American Family Insurance is seeking an Experienced level customer service specialist to serve as the first point of contact for advisors, clients and relationship partners. You will resolve routine service issues by phone, guide clients, and support backend processes while collaborating with service partners.

The role requires bilingual fluency in English and Spanish, onsite training for 3–4 weeks with transition to remote work, and a strong ability to multitask in a fast-paced environment.

Qualifications

• Experience providing customer-driven solutions, support or service.
• Demonstrated written and spoken communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to troubleshoot and identify and resolve root cause issues.
• Must pass bilingual assessments in reading, understanding, writing, and conversing in both Spanish and English.

Responsibilities

• Serve as the first customer point of contact for routine service issues and enter service requests.
• Ensure information is gathered and entered accurately to enable prompt resolution.
• Educate clients and advisors on new services to facilitate self-service.
• Be a key resource on company policies and troubleshoot simple usability issues.
• Refer more complex issues to appropriate service partners.

Skills

Customer service

Communication

Multitasking

Troubleshooting

Bilingual English/Spanish

Job description

American Family Insurance is seeking an Experienced level customer service specialist to serve as the first point of contact for advisors, clients and relationship partners. You will resolve routine service issues by phone, guide clients, and support backend processes while collaborating with service partners.

The role requires bilingual fluency in English and Spanish, onsite training for 3–4 weeks with transition to remote work, and a strong ability to multitask in a fast-paced environment.