Bilingual Customer Support Specialist (Spanish/English)

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

Job summary

American Family Insurance seeks an experienced customer service professional to be the first point of contact for advisors, clients and relationship partners. You will handle service issues, policy questions, and account information, researching questions, opening resolution cases, and resolving problems by phone.

You will work onsite for the initial training weeks, then transition to remote work. Candidates must be bilingual in Spanish and English, with strong written and spoken communication,

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.
• Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.

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: Spanish/English

Problem solving

Communication skills

Multitasking

Job description

American Family Insurance seeks an experienced customer service professional to be the first point of contact for advisors, clients and relationship partners. You will handle service issues, policy questions, and account information, researching questions, opening resolution cases, and resolving problems by phone.

You will work onsite for the initial training weeks, then transition to remote work. Candidates must be bilingual in Spanish and English, with strong written and spoken communication,