Customer Service and Sales Representative
About the role
This position provides support to customers (insureds, clients, advisors, partners and agencies), as well as internal and external business partners. Continually develops (or evolves) knowledge and skills necessary to provide expected support. Understands and maintains key performance indicators while living our company values.
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, embraces and applies 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 (face‑to‑face service or contact center; retail, insurance, hospitality, etc.).
- Demonstrated ability to take the lead and guide customers to resolution.
- If unlicensed, provide proof of successful 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.
Benefits
- Comprehensive medical, dental, vision and wellbeing benefits.
- Competitive 401(k) contribution.
- Pension plan.
- Annual incentive.
- 9 paid holidays.
- Paid time off program (23 days accrued annually for full‑time employees).
- Student loan repayment program.
- Paid‑family leave.
Pay
Position Compensation Range $25.00 - $31.88 Hourly. Compensation may vary based on the job level and your geographic work location.
Travel
Up to 10% travel.
Physical Requirements
Work that primarily involves sitting/standing.
Additional Information
To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.