Homesite Bilingual Customer Service Representative
Experienced level role that serves as the first contact for customers (advisors, clients, and relationship partners) for service issues, requests, procedures, and account information.
You will communicate directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone.
In this primarily home-based role, you will spend 80% (4
days per week) working from home.
On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, training, and culture events.
You should also be located proximate to one of the following locations:
Boston, MA 02110, Phoenix, AZ 85034, Madison, WI 53783, or Chicago, IL 60601 AmFam Group defines 'proximate' employees as those who are less than 50 miles one-way driving distance to the office but realize that commuting is more challenging in some cities.
For this reason, employees less than 35 miles one-way driving distance to AmFam Group offices in Boston and Chicago are considered 'proximate' employees.
Compensation Minimum:
$23.
00 / hourCompensation Maximum:
$23.
00 / hourCompensation may vary based on the job level and your geographic work location.
Primary Accountabilities You will serve as a first customer point- of- contact regarding routine service issues, help troubleshoot issues, and enter service requests into appropriate systems for resolution by appropriate service partners.
You will ensure that all pertinent information is gathered and entered to ensure prompt resolution.
Receive guidance from coaches on a frequent basis to process requests.
You will develop an understanding of procedures to educate clients and advisors on newly enacted services, as they arise, to facilitate efficient self-service.
You will be an important resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
You will refer more complex issues to appropriate service partners.
Specialized Knowledge & Skills Requirements Demonstrate experience providing customer-focused solutions or support.
Demonstrated written and spoken communication skills.
Demonstrated ability managing multiple priorities in a fast-paced environment.
You will troubleshoot and resolve issues.
Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.
LicensesNot applicable.
Travel RequirementsUp to 10%.
Physical RequirementsWork that primarily involves sitting/standing.
Working ConditionsNot applicable.
#LI-Remote#LI-SK1 We encourage you to apply even if you do not meet all of the requirements listed above.
Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture.
We encourage those who are passionate about what we do to apply! 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.
#LI-SK1 Recommended Skills Assessments Communication Problem Solving Spanish English Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
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on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3s0cf5vqp8knhfky5m', 'ExternalApply-j3s0cf5vqp8knhfky5m'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
You will communicate directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone.
In this primarily home-based role, you will spend 80% (4
days per week) working from home.
On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, training, and culture events.
You should also be located proximate to one of the following locations:
Boston, MA 02110, Phoenix, AZ 85034, Madison, WI 53783, or Chicago, IL 60601 AmFam Group defines 'proximate' employees as those who are less than 50 miles one-way driving distance to the office but realize that commuting is more challenging in some cities.
For this reason, employees less than 35 miles one-way driving distance to AmFam Group offices in Boston and Chicago are considered 'proximate' employees.
Compensation Minimum:
$23.
00 / hourCompensation Maximum:
$23.
00 / hourCompensation may vary based on the job level and your geographic work location.
Primary Accountabilities You will serve as a first customer point- of- contact regarding routine service issues, help troubleshoot issues, and enter service requests into appropriate systems for resolution by appropriate service partners.
You will ensure that all pertinent information is gathered and entered to ensure prompt resolution.
Receive guidance from coaches on a frequent basis to process requests.
You will develop an understanding of procedures to educate clients and advisors on newly enacted services, as they arise, to facilitate efficient self-service.
You will be an important resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
You will refer more complex issues to appropriate service partners.
Specialized Knowledge & Skills Requirements Demonstrate experience providing customer-focused solutions or support.
Demonstrated written and spoken communication skills.
Demonstrated ability managing multiple priorities in a fast-paced environment.
You will troubleshoot and resolve issues.
Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.
LicensesNot applicable.
Travel RequirementsUp to 10%.
Physical RequirementsWork that primarily involves sitting/standing.
Working ConditionsNot applicable.
#LI-Remote#LI-SK1 We encourage you to apply even if you do not meet all of the requirements listed above.
Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture.
We encourage those who are passionate about what we do to apply! 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.
#LI-SK1 Recommended Skills Assessments Communication Problem Solving Spanish English Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3s0cf5vqp8knhfky5m', 'ExternalApply-j3s0cf5vqp8knhfky5m'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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