Insurance Customer Success & Sales Specialist

American Family Insurance; Keene (NH); On-site; USD 34,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) + pension

Annual incentive

9 paid holidays

Paid time off (23 days)

Job summary

American Family Insurance is seeking a customer-focused representative to support insureds, clients, advisors, partners and agencies across multiple channels. The role emphasizes continuous learning, delivering thorough service, and aligning with company values.

You will handle billing, policy questions, and changes while pursuing required licenses and professional development. A collaborative pace with peers and ongoing training are included as part of the growth path.

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

Lead resolution

Pre-licensing

Job description

American Family Insurance is seeking a customer-focused representative to support insureds, clients, advisors, partners and agencies across multiple channels. The role emphasizes continuous learning, delivering thorough service, and aligning with company values.

You will handle billing, policy questions, and changes while pursuing required licenses and professional development. A collaborative pace with peers and ongoing training are included as part of the growth path.