Customer Service and Sales Representative (Primarily Home)

American Family Insurance; United States; Hybrid; USD 34,440 - 43,917; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision benefits

401(k) contribution

Pension plan

Annual incentive

Paid time off (23 days annually)

Job summary

American Family Insurance is seeking a Customer Support Representative to deliver high-quality support and service to clients, ensuring satisfaction across multiple contact channels. This position is primarily home-based, requiring a proximity to St. Joseph, MO, and entails responding to billing inquiries and policy changes.

The ideal candidate will have strong customer service experience, a basic understanding of mathematics, and will need to obtain a Property and Casualty producer license shortly after hiring. Comprehensive benefits and competitive compensation are part of the offer.

Qualifications

• Demonstrated experience providing customer-driven solutions.
• Basic understanding of mathematics (arithmetic, averaging, percentages).
• Previous experience in a customer service environment required.

Responsibilities

• Responds to customer interactions regarding billing and policy coverage.
• Accepts ownership of requests and provides thorough service.
• Learns and applies process improvement concepts in daily work.

Skills

Customer service experience

Mathematics knowledge

Leadership in customer interactions

Education

Proof of successful completion of pre-licensing course

Job description

This role delivers high-quality support to customers (insureds, clients, advisors, partners, and agencies) and to internal and external business partners. The individual continuously builds and evolves the knowledge and skills needed to meet service expectations, monitors and supports key performance indicators, and consistently demonstrates our company values in day‑to‑day work.

In this primarily home‑based role, you will spend 80% of your time (4+ days per week) working from home, proximate to St Joseph, MO (within approximately 50 miles).

Training for this role (approximately 6 weeks) is in‑person at our St Joseph office.

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, embraces and applies 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.

Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements.

Depending on the training class timing and varying business needs, licensing may be required before the 30 days of hire.

Travel Requirements

Up to 10%.

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.

Benefits

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.