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.

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.

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.
• Travel requirements: up to 10%.
• Physical requirements: work that primarily involves sitting/standing.

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