Customer Service Representative (Bilingual)

If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special!

About the role

The Customer Service Rep I will be the first point of contact for new and existing customers' insurance questions and will deliver a quality customer service experience that builds rapport and long-term relationships to encourage renewal/repeat business. This position requires the associate to gain knowledge and stay current of all procedures, products, and programs to ensure department standards and guidelines are met. Regular, on-time attendance is an essential function of this role.

We are looking for a Spanish bilingual Customer Service Representative I to join our Specialty Service team. In this role, you will be the first point of contact for new and existing customers, helping answer insurance-related questions and delivering a positive, professional customer experience. This position is a great fit for someone who enjoys helping people, communicates clearly in both English and Spanish, and can build trust with customers while supporting long-term relationships and renewal business.

Responsibilities

• Serve as a helpful, professional first point of contact for customers with insurance questions.
• Communicate clearly and effectively with customers in both English and Spanish.
• Work to resolve customer concerns on the first call whenever possible and escalate appropriately when needed.
• Stay current on procedures, products, and programs to meet department standards, including schedule adherence, quality assurance, first contact resolution, average talk time, average handle time, average speed of answer, and coding accuracy.

Requirements

• Fluency in both English and Spanish, with the ability to assist customers professionally in both languages.
• A customer-first mindset and dedication to creating a positive service experience.
• Strong phone communication skills and a professional, calm approach to customer conversations.
• Comfort working in a fast-paced call center environment while navigating multiple systems.
• Willingness to learn insurance products, procedures, and systems/applications.
• Reliability, accountability, and strong attention to detail.
• Prior customer service experience is preferred, especially in a high-volume phone or service center environment.
• High school diploma or equivalent; some college is a plus.
• 1 or more years of prior customer service experience preferred.
• Demonstrated job stability and attendance records.
• Solid computer, grammar, and multi-tasking skills.
• Comfort with a high-volume service center.
• US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

About the team

• Support Specialty Insurance customers, including areas such as childcare, pest control, janitorial, wholesale, and workers’ compensation.
• Work in a remote call center setting with an average of 50–80 inbound calls per day.
• Join an hourly team of approximately 51 staff members and work with 2–3 systems to support customer needs.
• Location: Remote if outside of Markel office. If within radius of office, then Hybrid schedule of 2 days remote, 3 days in the office.
• Core Hours: 7:00am – 7:00pm CST, Monday – Friday based on time zone.

Pay

• $21.50/hr for Spanish bilingual candidates without a P&C license.
• $23/hr for Spanish bilingual candidates with a qualifying 220 P&C license.
• The base salary offered for the successful candidate will be based on compensable factors such as job-relevant education, job-relevant experience, training, licensure, demonstrated competencies, geographic location, and other factors. The national average salary range for the Customer Service Representative is $21.50 - $23 with 5% incentive.

P&C License Information

A Property & Casualty Insurance license is required for this position. The qualifying license is a 220 License, also known as a General Lines Agent License, for Florida. This is a comprehensive P&C insurance license that allows agents to sell and manage a wide range of commercial and personal property and casualty insurance products.

Benefits

In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work. We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.

• Multiple health, dental, and vision insurance plan options.
• Optional life, disability, and AD&D insurance.
• 401(k) with employer match contributions.
• Employee Stock Purchase Plan.
• PTO, corporate holidays, and floating holidays.
• Parental leave.

About Us

Markel Group (NYSE – MKL), a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.

• We’re all about people.
• We win together.
• We strive for better.
• We enjoy the everyday.
• We think further.