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Customer Service and Sales Representative
American Family Insurance. Provide support to customers, including insureds, clients, advisors, partners and agencies, as well as internal and external business partners .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on providing customer-driven solutions and support. Capable of applying process improvement concepts and taking ownership of customer interactions to ensure satisfaction.
Highest-signal resume keywords
Customer Service ExperienceProcess ImprovementProperty And Casualty Producer LicenseMathematics ProficiencyLeadership In Customer Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer-Driven SolutionsMathematics UnderstandingPolicy Coverage KnowledgeBilling SupportException Decision Making
Soft Skills
Customer Satisfaction FocusPeer DevelopmentCommunication SkillsProblem-SolvingInterpersonal Skills
Tools & Technologies
Phone SupportEmail CommunicationChat SupportSocial Media InteractionE-Form Usage
Certifications & Qualifications
Property And Casualty Producer LicensePre-Licensing Course Completion
Industry Keywords
Customer Service EnvironmentContact CenterRetailInsuranceHospitality
About the role
Key responsibilities & impact- Provide support to customers, including insureds, clients, advisors, partners and agencies, as well as internal and external business partners
- Respond to customer interactions regarding billing, policy coverage and policy changes via phone, email, e-form, chat and/or social media
- Take ownership of requests and provide thorough service to ensure complete customer satisfaction
- Review situations and make appropriate exception decisions for customers and the organization
- Assist with peer development through information and knowledge sharing
- Apply process improvement concepts, identify improvement opportunities and recommend changes
- Attend scheduled training classes and participate in development opportunities to expand customer service skills
- Participate in New Employee Orientation during the first week
Requirements
What you’ll need- 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, including face-to-face service or contact center, retail, insurance, or hospitality
- Demonstrated ability to take the lead and guide customers to resolution
- If unlicensed, proof of successful passing completion of pre-licensing course for employee's resident state
- Property and Casualty producer license for resident state must be obtained within 30 days of hire
- Property and Casualty producer licenses for all other operating and/or service states must be obtained within 60 days of hire
- Additional producer licenses may be required sooner based on business needs
- Ability to travel up to 10%
- Successful completion of applicable background checks
- Signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
- Sponsorship will not be considered unless specified in the posting
Benefits
Comp & perks- Relocation support for eligible candidates
- 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
- New Employee Orientation and development opportunities