[Remote] Customer Service and Sales Representative

Note: The job is a remote job and is open to candidates in USA. American Family Insurance is seeking a Customer Service and Sales Representative to provide support to insureds and agencies. The role involves handling customer interactions regarding billing and policy coverage while ensuring a high level of customer satisfaction.ResponsibilitiesYou will respond to customer interactions regarding billing, policy coverage, and policy changes. Interactions may occur through multiple customer contact channels such as phone, email, e-form, chat, and social media platformsYou will accept ownership of requests and provide service to ensure complete customer satisfactionEmpowered to take risks and make exception decisions. Review the situation to ensure decision is appropriate for both the customer and usWe ask probing questions and listen, showing interest and compassion to provide customers with a high-touch customer experience for all interactions and programsWe build relationships with customers to maintain a high level of client retention and product loyalty, educating and advising on our insurance needsCommunicate with partners to collaboratively support customers through multiple programsStay abreast and follows organization processes, assisting customers following federal and state regulationsLive the One AmFam culture, collaborate cross-divisionally to achieve a seamless customer experienceHelp with peer development through information and knowledge sharingEmbrace the LEAN concepts in daily work, identifying opportunities for improvement and making recommendations for changeAttend scheduled training class, and participates in development opportunities to further expand Customer Service skillsSkillsYou will provide support to insureds and agencies, and internal and external partnersHandle each interaction with a genuine desire to connect with the caller while adapting the support to the customer's needsTake ownership of each interaction while advocating for the customerDevelop (or evolve) knowledge necessary to provide expected supportUnderstand and maintain measurements while living our valuesThe Customer Service Representative provides service through several direct/indirect customer contact channelsRepresentatives will resolve service issues in an unscripted customer care center environment with a focus on one call resolutionAccepts ownership of the interaction and provides a service, assesses customer needs and advises policy coverage and optionsIf you don't currently hold your Property & Casualty Producer's License, American Family will assist you in obtaining your license after offer acceptanceWe require working skills developed through formal training or work experienceWe identify the problems and all relevant issues in straightforward situations, assess each using standard proceduresWe work within established procedures with a moderate degree of guidanceYou will respond to customer interactions regarding billing, policy coverage, and policy changesInteractions may occur through multiple customer contact channels such as phone, email, e-form, chat, and social media platformsYou will accept ownership of requests and provide service to ensure complete customer satisfactionEmpowered to take risks and make exception decisionsReview the situation to ensure decision is appropriate for both the customer and usWe ask probing questions and listen, showing interest and compassion to provide customers with a high-touch customer experience for all interactions and programsWe build relationships with customers to maintain a high level of client retention and product loyalty, educating and advising on our insurance needsCommunicate with partners to collaboratively support customers through multiple programsStay abreast and follows organization processes, assisting customers following federal and state regulationsLive the One AmFam culture, collaborate cross-divisionally to achieve a seamless customer experienceHelp with peer development through information and knowledge sharingEmbrace the LEAN concepts in daily work, identifying opportunities for improvement and making recommendations for changeAttend scheduled training class, and participates in development opportunities to further expand Customer Service skillsIn this primarily home-based role, you will spend 80% of your time working remotelyBenefitsComprehensive medical, dental, vision and wellbeing benefitsCompetitive 401(k) contributionPension planAnnual incentive9 paid holidaysPaid time off program (23 days accrued annually for full-time employees)Student loan repayment programPaid-family leaveCompany OverviewFor more than 90 years, American Family Insurance has built its reputation on sound principles. It was founded in 2013, and is headquartered in Madison, Wisconsin, USA, with a workforce of 10001+ employees. Its website is http://amfamventures.com/.



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