Bilingual/Non-Bilingual Customer Service Representative - PDCC

Remote Jobs; Phoenix (AZ); Hybrid; USD 34,000 - 44,000; Full time

Benefits offered by this job

Relocation assistance

New employee orientation

Job summary

American Family Insurance seeks an experienced agent to be the first point of contact for customers with service issues, questions, and account information. Initial on-site training is required for 3–4 weeks, then the role transitions to remote work while supporting Phoenix-area activities.

Responsibilities include researching questions, resolving issues over the phone, and escalating complex cases. The position offers bilingual English/Spanish communications and a competitive hourly rate.

Qualifications

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

Responsibilities

• Acts as first customer point of contact for routine service issues and enters requests for resolution by partners.
• Gathers and enters information to ensure prompt resolution; receives coaching guidance as needed.
• Educates clients on newly-enacted services to facilitate efficient self-service.
• Serves as a resource on policies and systems and troubleshoots usability issues.
• Refers more complex issues to appropriate service partners.

Skills

Customer service experience

Bilingual: Spanish & English

Communication skills

Multitasking

Troubleshooting

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

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to our Phoenix, AZ office location. On occasion you may be asked to travel to the office location for in person engagement activities such as team meetings, trainings, and culture events.

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

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 [e-mail] to request a reasonable accommodation.