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. Relocation support is offered for eligible candidates. Travel requirements: up to 10%. Physical requirements: work that primarily involves sitting/standing. Working conditions: not applicable. To ensure a strong start, all employees participate in our New Employee Orientation during their first week, held in person at our Madison, WI Headquarters or one of our AmFam core locations (virtual sessions possible). Offer to selected candidate is contingent on applicable background checks and 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.

Responsibilities

• Responds to customer interactions regarding billing, policy coverage, and policy changes through 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, reviewing situations to ensure decisions are appropriate for both the customer and the organization.
• Assists with peer development through information and knowledge sharing.
• Learns, embraces and applies process improvement concepts in day‑to‑day work, identifying opportunities for improvement and making recommendations for change.
• Actively attends scheduled training classes as required and 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, 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; for all other operating and/or service states within 60 days of hire (sooner if business needs dictate).

Benefits

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full‑time employees). In addition, our student loan repayment program and paid‑family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

Pay

Position Compensation Range $25.00 - $31.88 Hourly. Compensation may vary based on job level and geographic work location.