American Family Insurance Agency Staff
Bilingual Customer Service Representative - PDCC
American Family Insurance Agency Staff, Phoenix, Arizona, United States, 85003
Overview
In this experienced level role, you will report to the Customer Service Manager. Your start date will be 3/23/2026. You will be the first contact for Partnership Distribution 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. You will provide exceptional customer service, resolve conflicts while being results driven and having a growth mindset.
Location, Training, and Schedule This is a primarily home-based role. You will spend 80% of your time (4+ days per week) working from home, proximate to our office location in Phoenix, AZ 85034. You may be asked to travel to the Phoenix office for in-person engagements such as team meetings, trainings, and culture events. Any change from your current location, as discussed at the time of hire, must be approved by leadership.
In-person training will be in Phoenix, AZ for approximately 6-8 weeks. Training hours are 8:30am - 5:00pm Local Time, Monday through Friday. After training, your schedule includes a 9-hour Monday and a 7-hour day during that same week to ensure a 40-hour work week. You will also work every 3rd Saturday from the initial Saturday scheduled. You will receive a day off in the week following the Saturday you work. This permanent shift will start after training and remain in place until further notice.
The available shifts are 9:30am-6:00pm, 10:30-7:00pm, 11:30-8:00pm, 12:30-9:00pm, and 1:30-10:00pm, all local time. Schedules will be discussed in the interview and assigned at the time of offer.
Compensation Position Compensation Range: $25.00 - $31.88
Pay Rate Type: Hourly
Compensation may vary based on the job level and geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
Ensure that all relevant information is gathered and entered to ensure prompt resolution. Receive guidance from coaches on a frequent basis to process requests.
Develop an understanding of procedures to educate clients and advisors on newly enacted services, as they arise, to facilitate efficient self-service.
Be an important resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
Refer more complex issues to appropriate service partners.
Specialized Knowledge & Skills Requirements
Demonstrates experience providing customer-focused solutions or support.
Demonstrated written and spoken communication skills.
Demonstrated ability managing multiple priorities in a fast-paced environment.
Fluent in Spanish and English, with demonstrated proficiency in oral, written, and reading communication in both languages.
Candidates will be required to pass a Spanish language proficiency assessment (oral, written, and reading) as part of the selection process.
Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.
Licenses: P&C Producer license strongly preferred but not required. Employees are expected to pass their state's P&C license exam within 12 months. Training and administrative support will be provided.
Internet Connection Requirement: We require an internet connection with a minimum speed of 100 Mbps download and 10 Mbps upload.
Travel Requirements: Up to 10%
Physical Requirements: Work that primarily involves sitting/standing.
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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Location, Training, and Schedule This is a primarily home-based role. You will spend 80% of your time (4+ days per week) working from home, proximate to our office location in Phoenix, AZ 85034. You may be asked to travel to the Phoenix office for in-person engagements such as team meetings, trainings, and culture events. Any change from your current location, as discussed at the time of hire, must be approved by leadership.
In-person training will be in Phoenix, AZ for approximately 6-8 weeks. Training hours are 8:30am - 5:00pm Local Time, Monday through Friday. After training, your schedule includes a 9-hour Monday and a 7-hour day during that same week to ensure a 40-hour work week. You will also work every 3rd Saturday from the initial Saturday scheduled. You will receive a day off in the week following the Saturday you work. This permanent shift will start after training and remain in place until further notice.
The available shifts are 9:30am-6:00pm, 10:30-7:00pm, 11:30-8:00pm, 12:30-9:00pm, and 1:30-10:00pm, all local time. Schedules will be discussed in the interview and assigned at the time of offer.
Compensation Position Compensation Range: $25.00 - $31.88
Pay Rate Type: Hourly
Compensation may vary based on the job level and geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
Ensure that all relevant information is gathered and entered to ensure prompt resolution. Receive guidance from coaches on a frequent basis to process requests.
Develop an understanding of procedures to educate clients and advisors on newly enacted services, as they arise, to facilitate efficient self-service.
Be an important resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
Refer more complex issues to appropriate service partners.
Specialized Knowledge & Skills Requirements
Demonstrates experience providing customer-focused solutions or support.
Demonstrated written and spoken communication skills.
Demonstrated ability managing multiple priorities in a fast-paced environment.
Fluent in Spanish and English, with demonstrated proficiency in oral, written, and reading communication in both languages.
Candidates will be required to pass a Spanish language proficiency assessment (oral, written, and reading) as part of the selection process.
Must pass bilingual assessments in reading, understanding, writing, and conversing fluently in both Spanish and English.
Licenses: P&C Producer license strongly preferred but not required. Employees are expected to pass their state's P&C license exam within 12 months. Training and administrative support will be provided.
Internet Connection Requirement: We require an internet connection with a minimum speed of 100 Mbps download and 10 Mbps upload.
Travel Requirements: Up to 10%
Physical Requirements: Work that primarily involves sitting/standing.
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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