Bilingual/Non-Bilingual Customer Service Representative - PDCC

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

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.

This role requires onsite attendance for the first 3-4 weeks of training, followed by a transition to remote for the remainder of the training period.

Primary Accountabilities

• 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.

Specialized Knowledge & Skills Requirements

• Demonstrate 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 identify and resolve root cause issues.
• Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.
• Open to bilingual and non-bilingual candidates.
• Bilingual candidates must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.

Licenses

• P&C Producer license strongly preferred but not required.
• Employees are expected to pass their state's P&C license exam within 12 months.
• Training and administrative support will be provided.

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. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.

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.

Employment 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

Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer.

It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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 [e-mail] to request a reasonable accommodation.

American Family Insurance, based in Madison, Wis., has been serving customers since 1927. We inspire, protect and restore dreams through our insurance products, exceptional service from our agency owners and employees, community investments and creative partnerships. American Family Insurance is the nation’s 12th-largest property/casualty insurance company, ranking No. 202 on the Fortune 500 list. American Family has a current ‘a+’ credit rating through AM Best, and has distinction as a "Standing the Test of Time" company, which is represented by having an AM Best financial strength rating of ‘A’ or better for at least 75 years. The company offers American Family-brand products through a network of exclusive agency owners as well as nationwide through key strategic partnerships. American Family Insurance also includes Homesite and Main Street America Insurance. The company has approximately 10,500 employees nationwide. Join our Talent Community