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. Travel requirements up to 10%. Work primarily involves sitting/standing. 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. Offer to selected candidate will be made contingent on the results of applicable background checks. Offer to selected candidate is 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.
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 classes as required and participates in development opportunities to further expand customer service skills.
Requirements
- If unlicensed, provide proof of successful completion of pre‑licensing course for employee's resident state.
- Obtain Property and Casualty producer license for resident state within 30 days of hire.
- Obtain Property and Casualty producer license for all other operating and/or service states within 60 days of hire (may be sooner based on business needs).
Skills
- 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.
Pay
Position compensation range: $25.00 – $31.88 per hour. Compensation may vary based on job level and geographic work location. Relocation support is offered for eligible candidates.
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.