Bilingual/Non-Bilingual Customer Service Representative - PDCC

Socket.dev; Madison (WI); Hybrid; USD 34,000 - 44,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) + pension plan

Paid time off 23 days/year

Job summary

American Family Insurance in Madison, WI is seeking an experienced customer support specialist who will be the first point of contact for advisors, clients and partners. You will research questions, enter service requests and resolve issues by phone, working with service partners.

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

Qualifications

• Experience providing customer-driven solutions, support or service.
• Strong written and spoken communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to troubleshoot and identify root cause issues.
• Fluency in Spanish and English required to pass bilingual assessments.

Responsibilities

• Serve as the first customer point of contact for routine service issues, inquiries, and account information.
• Gather and enter all pertinent information to ensure prompt resolution; receive guidance from coaches as needed.
• Educate clients and advisors on new services to facilitate self-service.
• Act as a resource on company policies and systems and troubleshoot basic usability issues.
• Refer more complex issues to appropriate service partners.

Skills

Customer support

Communication skills

Multitasking

Troubleshooting

Bilingual (Spanish/English)

Job description

Experienced level role that serves as the first point of contact for customers (advisors, clients, and relationship partners) for service issues, requests, policies, procedures, and account information. Communicates directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone.

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

• 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.

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.

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

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. 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 to request a reasonable accommodation.