American Family Insurance ยท 3 hours ago
Customer Service and Sales Representative
Phoenix, AZ
Full-time
Hybrid
New Grad, Entry Level
$25/hr - $31.88/hrAmerican Family Insurance is seeking a Customer Service and Sales Representative to provide support to insureds and agencies. The role involves handling customer interactions across various channels, resolving service issues, and ensuring customer satisfaction through effective communication and relationship building.
Angel InvestmentFinanceVenture Capital
No H1B
Responsibilities
You will respond to customer interactions regarding billing, policy coverage, and policy changes. Interactions may occur through multiple customer contact channels such as phone, email, e-form, chat, and social media platforms
You will accept ownership of requests and provide service to ensure complete customer satisfaction
Empowered to take risks and make exception decisions. Review the situation to ensure decision is appropriate for both the customer and us
We ask probing questions and listen, showing interest and compassion to provide customers with a high-touch customer experience for all interactions and programs
We build relationships with customers to maintain a high level of client retention and product loyalty, educating and advising on our insurance needs
Communicate with partners to collaboratively support customers through multiple programs
Stay abreast and follows organization processes, assisting customers following federal and state regulations
Live the One AmFam culture, collaborate cross-divisionally to achieve a seamless customer experience
Help with peer development through information and knowledge sharing
Embrace the LEAN concepts in daily work, identifying opportunities for improvement and making recommendations for change
Attend scheduled training class, and participates in development opportunities to further expand Customer Service skills
Qualification
Required
You will provide support to insureds and agencies, and internal and external partners
Handle each interaction with a genuine desire to connect with the caller while adapting the support to the customer's needs
Take ownership of each interaction while advocating for the customer
Develop (or evolve) knowledge necessary to provide expected support
Understand and maintain measurements while living our values
The Customer Service Representative provides service through several direct/indirect customer contact channels
Representatives will resolve service issues in an unscripted customer care center environment with a focus on one call resolution
Accepts ownership of the interaction and provides a service, assesses customer needs and advises policy coverage and options
If you don't currently hold your Property & Casualty Producer's License, American Family will assist you in obtaining your license after offer acceptance
We require working skills developed through formal training or work experience
We identify the problems and all relevant issues in straightforward situations, assess each using standard procedures
We work within established procedures with a moderate degree of guidance
You will respond to customer interactions regarding billing, policy coverage, and policy changes
Interactions may occur through multiple customer contact channels such as phone, email, e-form, chat, and social media platforms
You will accept ownership of requests and provide service to ensure complete customer satisfaction
Empowered to take risks and make exception decisions
Review the situation to ensure decision is appropriate for both the customer and us
We ask probing questions and listen, showing interest and compassion to provide customers with a high-touch customer experience for all interactions and programs
We build relationships with customers to maintain a high level of client retention and product loyalty, educating and advising on our insurance needs
Communicate with partners to collaboratively support customers through multiple programs
Stay abreast and follows organization processes, assisting customers following federal and state regulations
Live the One AmFam culture, collaborate cross-divisionally to achieve a seamless customer experience
Help with peer development through information and knowledge sharing
Embrace the LEAN concepts in daily work, identifying opportunities for improvement and making recommendations for change
Attend scheduled training class, and participates in development opportunities to further expand Customer Service skills
In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to Phoenix, AZ (within approximately 35-50 miles)
On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events
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
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
Company
American Family Insurance
For more than 90 years, American Family Insurance has built its reputation on sound principles.
Founded in 2013
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Dan Reed
Founder. President, and MD
Recent News
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2025-12-25
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