Customer Service and Sales Representative

American Family Insurance is hiring a Customer Service and Sales Representative to support customers and business partners. The role handles inquiries about billing, policy coverage, and policy changes across multiple contact channels while working to resolve requests and improve service.

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

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
• 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
• In some cases, based on business needs, one or more required producer licenses may be required sooner than the timelines stated above
• Sponsorship will not be considered for this position unless specified in the posting