Customer Service and Sales Representative

American Family Insurance Agency Staff; Madison (WI); Hybrid; USD 34,000 - 43,000; Full time

Benefits offered by this job

Health, dental, vision benefits

401(k) + pension plan

Paid holidays (9) + PTO (23 days)

Student loan repayment program

Paid-family leave

Job summary

American Family Insurance in Madison, WI is seeking a customer-focused professional to support insureds, clients, advisors, partners and agencies. The role emphasizes owning customer requests, guiding resolutions, and ongoing process improvements while embracing company values.

The position offers an hourly compensation range of $25.00–$31.88, with relocation support for eligible candidates. A valid Property and Casualty license is required within specified timelines, and pre-licensing may be

Qualifications

• Demonstrated experience delivering customer-driven solutions or service.
• Basic math knowledge (arithmetic, averages, percentages).
• Experience in a customer service environment (in-person or contact center).
• Ability to take the lead and guide customers to resolution.
• If unlicensed, provide proof of successful pre-licensing course for resident state.

Responsibilities

• Responds to customer interactions regarding billing, policy coverage, and policy changes through multiple channels.
• Owns requests and provides thorough service to ensure customer satisfaction.
• Reviews situations to ensure decisions are appropriate for customer and organization.
• Assists peers through information sharing and knowledge sharing.
• Learns and applies process improvement concepts in day-to-day work and makes recommendations for change.
• Attends training and development opportunities to expand customer service skills.

Skills

Customer service

Mathematics basics

Lead customers to resolution

Pre-licensing (unlicensed)

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.