Customer Service and Sales Representative

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.

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.

Primary Accountabilities
• 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.

Specialized Knowledge & 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. (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.

Licenses

Being licensed to sell insurance is another requirement of the role. If you do not currently hold your property and casualty insurance licenses, this will be the first major milestone after you accept your position. 

• After accepting the job offer, you will be contacted to introduce the self-study pre-licensing course (Kaplan) and schedule your state exam(s). American Family covers the cost of the self-study course and exam(s).  
• 10 days before your start date (2 Fridays), you are expected to successfully complete the Kaplan on-line pre-licensing course for your resident state and provide:  
• Requested documentation showing a score of at least 80% on the comprehensive exam, and  
• If your state requires a Certificate Exam, completion Certification.
   

IMPORTANT: Failure to provide the above documentation 10 days before your start date, will prevent you from starting employment with American Family. 
 

• You are expected to obtain your resident state Property & Casualty Licenses within 15 days from the start date. (60 days for all other operating states) 
• If you choose to complete the pre-licensing course and pass your state exam(s) prior to your start date, you will receive a $500 bonus. 

Travel Requirements
• Up to 10%.

Physical Requirements
• Work that primarily involves sitting/standing.

Working Conditions
• Not applicable.

Additional Information

• 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

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.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.

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