Customer Service and Sales Representative

American Family Insurance Agency Staff; Keene (NH); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Pension plan

Paid holidays (9 days)

Job summary

American Family Insurance Agency Staff in the United States is seeking a customer service professional to support insureds, clients, advisors, and partners. The role emphasizes accurate problem-solving, responsive communication, and knowledge growth to meet performance goals.

Responsibilities include handling billing, policy changes, and inquiries via phone, email, chat, and other channels. A focus on service quality and continual learning guides daily work.

Qualifications

• Experience delivering customer-driven solutions, support or service.
• Basic math skills: arithmetic, averaging, percentages.
• Experience in a customer service environment (face-to-face or contact center).
• Ability to lead customers to resolution.
• If unlicensed, provide proof of pre-licensing course.

Responsibilities

• Responds to customer interactions regarding billing, policy coverage, and policy changes.
• Accepts ownership of requests and provides thorough service to ensure customer satisfaction.
• Empowered to take risks and make exception decisions to benefit customer and the organization.
• Assists with peer development through information and knowledge sharing.
• Learns and applies process improvement concepts in day-to-day work.
• Attends training and development opportunities to expand customer service skills.

Skills

Customer solutions

Mathematics

Customer service experience

Lead to resolution

Pre-licensing readiness

Job description

This position provides support to customers (insureds, clients, advisors, partners and agencies), as well as internal and external business partners. Continually develops (or evolves) knowledge and skills necessary to provide expected support. Understands and maintains key performance indicators while living our company values.

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

• Responds to customer interactions regarding billing, policy coverage, and policy changes. Interactions may occur through various customer contact channels such as phone, email, e-form, chat, and/or social media platforms.
• Accepts ownership of requests and provides thorough service to ensure complete customer satisfaction.
• Empowered to take risks and make exception decisions. Reviews the situation to ensure decision is appropriate for both the customer and the organization.
• Assists with peer development through information and knowledge sharing.
• Learns, embrace and apply the process improvement concepts in day to day work, identifying opportunities for improvement and making recommendations for change.
• Actively attends scheduled training class as required, as well as participates in development opportunities to further expand customer service skills.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.).
• Demonstrated experience in a customer service environment. (This includes face to face service or contact center; retail, insurance, hospitality, etc.).
• Demonstrated ability to take the lead and guide our customers to resolution.
• If unlicensed, provide proof of successful passing completion of pre-licensing course for employee's resident state.

Licenses

• Property and Casualty producer license for resident state must be obtained within 30 days of hire.
• Property and Casualty producer license for all other operating and/or service states must be obtained within 60 days of hire.
• In some cases, based on business needs, one or more required producer licenses may be required sooner than the timelines stated above.

Travel Requirements

• Up to 10%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

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 [e-mail] to request a reasonable accommodation.