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.
• Interns and contingent workers are not eligible for American Family Insurance Group benefits.

Pay

Position Compensation Range: $25.00 – $31.88 per hour. Pay rate type: Hourly. Compensation may vary based on job level and geographic work location.

Travel

Travel Requirements: Up to 10%.

Physical Requirements

Physical Requirements: Work that primarily involves sitting/standing.

Additional Information

• New Employee Orientation during first week (in‑person at Madison, WI Headquarters or an AmFam core location; may be delivered virtually based on scheduling).
• Offer to selected candidate contingent on results of applicable background checks.
• Offer contingent on signing a non‑disclosure agreement for proprietary information, trade secrets, and inventions.
• Sponsorship will not be considered for this position unless specified in the posting.