Customer Service Representative

American Family Insurance; Minneapolis, Saint Paul (MN, MN); On-site; USD 38,000 - 52,000; Full time

Job summary

American Family Insurance in the Minneapolis–St. Paul area is seeking a Customer Service Representative for a full-time, on-site role. You will respond to customer inquiries about policies, coverage, billing and claims, and document interactions in internal systems to ensure accuracy.

This position requires strong communication, empathy, and the ability to work in a fast-paced, customer-facing environment. You will collaborate with teammates to ensure timely and effective solutions while

Qualifications

• Strong customer service experience with a focus on customer satisfaction.
• Experience in customer support handling inquiries, resolving issues, and providing clear, empathetic assistance.
• Excellent verbal and written communication, active listening and problem-solving abilities.

Responsibilities

• Respond to customer inquiries via phone, email and other channels with accurate information.
• Process policy changes and document interactions in internal systems.
• Escalate complex concerns to appropriate teams for timely solutions.
• Maintain service quality standards and collaborate with colleagues.
• Support a positive customer experience in line with company values.

Skills

Customer service

Customer satisfaction

Active listening

Problem solving

Verbal communication

Written communication

Attention to detail

Education

High school diploma or equivalent

Insurance-related coursework beneficial

Tools

CRM tools

Office software

Job description

Company Description

American Family Insurance is a long-established insurer with over 90 years of experience providing industry-leading service and an exceptional claims experience. The company focuses on building long-term relationships by treating policyholders fairly, with care, and making it easy and convenient to work with them. Customers are regarded like family, and the organization operates with high ethical standards and integrity at every level. Its reputation is rooted in trust, sound principles, and the good judgment of its team members, creating a customer-focused environment where doing the right thing is a core value.

Role Description

The Customer Service Representative role is a full-time, on-site position based in the Greater Minneapolis–St. Paul Area. In this role, the representative responds to customer inquiries via phone, email, and other channels, providing accurate information about policies, coverage, billing, and claims. Daily responsibilities include resolving issues, processing policy changes, documenting interactions in internal systems, and escalating complex concerns to appropriate teams. The representative supports a positive customer experience by following company guidelines, maintaining service quality standards, and collaborating with colleagues to ensure timely and effective solutions. This position requires consistent, professional communication and a commitment to upholding American Family Insurance’s values of integrity, fairness, and care in every interaction.

Qualifications

• Ability to deliver strong customer service, including Customer Service, Customer Satisfaction, and Customer Experience skills.
• Experience in Customer Support, handling inquiries, resolving issues, and providing clear, empathetic assistance.
• Strong verbal and written communication skills, with active listening and problem-solving abilities.
• Comfort working in a fast-paced, contact-center or customer-facing environment with attention to detail and accuracy.
• Proficiency with computer systems, CRM tools, and standard office software.
• Ability to work on-site in the Greater Minneapolis–St. Paul Area and collaborate effectively with team members.
• High school diploma or equivalent required; post-secondary education or insurance-related coursework is beneficial.
• Prior experience in insurance, financial services, or another regulated industry is a plus.