Insurance Customer Service & Sales Specialist

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Wellbeing benefits

401(k) contribution

Pension plan

9 paid holidays

Paid time off

Job summary

American Family Insurance Agency Staff in Phoenix is seeking a customer service professional to support insureds, clients, advisors and agencies across multiple contact channels, handling billing, policy changes and coverage questions.

The role emphasizes ownership, problem solving, process improvement, and participation in training; licensed requirements apply and relocation support is offered.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Mathematics basics

Communication skills

Lead to resolution

Pre-licensing

Job description

American Family Insurance Agency Staff in Phoenix is seeking a customer service professional to support insureds, clients, advisors and agencies across multiple contact channels, handling billing, policy changes and coverage questions.

The role emphasizes ownership, problem solving, process improvement, and participation in training; licensed requirements apply and relocation support is offered.