Customer Service and Sales Representative (Primarily Home)

American Family Insurance•Saint Joseph, MO

6d•$25 - $32•Hybrid

About The Position

This role delivers high-quality support to customers (insureds, clients, advisors, partners, and agencies) and to internal and external business partners. The individual continuously builds and evolves the knowledge and skills needed to meet service expectations, monitors and supports key performance indicators, and consistently demonstrates our company values in day-to-day work. In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to St Joseph, MO (within approximately 50 miles). Training for this role (approximately 6 weeks) is in-person at our St Joseph office. Position Compensation Range: $25.00 - $31.88 Pay Rate Type: Hourly Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

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. (This includes face to face service or contact center; retail, insurance, hospitality, etc.).
Demonstrated ability to take the lead and guide our customers to resolution.
If unlicensed, provide proof of successful passing completion of pre-licensing course for employee’s resident state.
Licenses 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.
Required to maintain current, active license(s) status by continuing education and meeting all state, operating and regulatory requirements.
Depending on the training class timing and varying business needs, licensing may be required before the 30 days of hire.

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, embrace and apply 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.