Remote Bilingual (Spanish) Customer Service Account Representative
Dan Barracliff - State Farm Agency, Houston, Texas, United States, 77246
Job Description
POSITION OVERVIEW
The Remote Bilingual (Spanish and English) Customer Service Account Representative must possess at least ONE YEAR of relevant industry experience (preferably State Farm). This role delivers consistent, WORLD CLASS customer experiences by protecting customer relationships, executing operational excellence, and supporting agency growth through proactive service.
Remote Bilingual (Spanish and English) Customer Service Account Representatives ensure every interaction reinforces trust, retention, and confidence in our agency. This role is essential to sustaining long‑term growth and maintaining world‑class service standards.
ABOUT US Our Mission is to deliver peace of mind, protect the communities of our loyal customers, and fiercely champion those we serve when it matters most. We engage in multiple verticals through proven premium marketing strategies. It is our obligation to serve as many households as we can.
Our Core Values are the backbone of our business and guide our hiring process: we are enthusiastic, disciplined, intentionally excellent, demonstrate extreme ownership, aligned, committed to our mission and possess a growth mindset that drives results and embraces the journey. Our team is based out of Atlanta, GA and serves AL, FL, GA, SC and TN. The number of communities we serve is growing by the day.
OBJECTIVES SERVICE ACTIVITY TARGETS
Answer 50+ inbound calls per day
2+ hours of daily talk time
2 cross‑sell products pivoted to the sales team per day
CUSTOMER PROTECTION & RELATIONSHIP MANAGEMENT
Ensure 100% accuracy and completeness in policy servicing, billing, endorsements, claims support, etc.
Proactively identify retention risks or coverage gaps and escalate to sales by way of CGOO when appropriate
Deliver world‑class service in every customer interaction, maintaining trust and confidence
OPERATIONAL DISCIPLINE AND ACCURACY You are responsible for upholding team and individual standards in the following manner:
Acknowledge and resolve direct customer and teammate inquiries, escalations, and issues in 60 minutes or less
Maintain precise records and documentation in CRM and internal systems
Execute service workflows consistently, ensuring follow‑up and task completion
Monitor processes to prevent errors or lapses before they impact the customer experience
Partner with sales to ensure seamless handoffs and transitions, minimizing customer disruption
COLLABORATION AND TEAM INTEGRATION
Communicate proactively with teammates, sales partners, and leadership regarding growth opportunities, updates, and resolutions
Contribute solutions, not problems, in all team interactions
Participate in coaching, process improvements, and team meetings to strengthen overall execution
Uphold agency standards and culture, demonstrating reliability, professionalism, and positive energy
PERSONAL AND PROFESSIONAL EXCELLENCE
Maintain high standards for personal accountability and follow‑through
Demonstrate resilience and adaptability in high‑pressure situations
Seek ongoing learning opportunities to improve technical, service, and operational skills
Model elite execution and reliability for teammates across the agency
CORE COMPETENCIES
Customer‑centric mindset
Emotional intelligence
Retention focus
Process discipline
Accuracy and attention to detail
Problem solving
Strong listener and communicator
Ownership and accountability
Coachability
Sales driven
Growth driven
Reliability
Resilience and adaptability
Cultural alignment
EDUCATION AND EXPERIENCE We are seeking remote applicants that possess at least ONE YEAR of relevant industry experience (preferably State Farm). We do not have a specific education requirement. We are most interested in assessing will vs skill. We will train and coach up your skills.
Fully licensed (active Property & Casualty AND Life & Health licenses) is preferred to start and required to contribute to our team's Mission. We will walk unlicensed prospective team members through the licensing process if applicable.
PHYSICAL REQUIREMENTS You are required to work at a desk when executing your D2D. You’re only required to work from the hours of 8:30a – 5p ET, Monday – Friday.
We are well‑versed in rising desks and walking pads and will make recommendations upon request.
You will be required to travel (we are obligated for room and board expenses), to our home base in Atlanta up to once per quarter.
COMMITMENT TO DIVERSITY At Barracliff Agency, we believe diversity is strength. A workforce that reflects the communities we serve – regardless of across race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, and ability – is essential to building a world‑class, ethical business.
We hire talent at all levels based on ability, drive, and character, and actively foster inclusion in every interaction: with our team, our customers, our candidates, and our business partners.
Diverse perspectives are more than welcomed on our team. They are expected, respected and celebrated and unify us.
APPLY NOW If this role grabbed your attention, we want to hear from you. Submit your resume, and you’ll receive a link via email to complete a short assessment before our first conversation. This ensures every step is intentional and focused.
Already in the process? Direct questions or follow‑ups to Jeff Grimoldi at .
We’re looking for people ready to step in, stand out, and own their impact. If that’s you, apply now.
#J-18808-Ljbffr
Remote Bilingual (Spanish and English) Customer Service Account Representatives ensure every interaction reinforces trust, retention, and confidence in our agency. This role is essential to sustaining long‑term growth and maintaining world‑class service standards.
ABOUT US Our Mission is to deliver peace of mind, protect the communities of our loyal customers, and fiercely champion those we serve when it matters most. We engage in multiple verticals through proven premium marketing strategies. It is our obligation to serve as many households as we can.
Our Core Values are the backbone of our business and guide our hiring process: we are enthusiastic, disciplined, intentionally excellent, demonstrate extreme ownership, aligned, committed to our mission and possess a growth mindset that drives results and embraces the journey. Our team is based out of Atlanta, GA and serves AL, FL, GA, SC and TN. The number of communities we serve is growing by the day.
OBJECTIVES SERVICE ACTIVITY TARGETS
Answer 50+ inbound calls per day
2+ hours of daily talk time
2 cross‑sell products pivoted to the sales team per day
CUSTOMER PROTECTION & RELATIONSHIP MANAGEMENT
Ensure 100% accuracy and completeness in policy servicing, billing, endorsements, claims support, etc.
Proactively identify retention risks or coverage gaps and escalate to sales by way of CGOO when appropriate
Deliver world‑class service in every customer interaction, maintaining trust and confidence
OPERATIONAL DISCIPLINE AND ACCURACY You are responsible for upholding team and individual standards in the following manner:
Acknowledge and resolve direct customer and teammate inquiries, escalations, and issues in 60 minutes or less
Maintain precise records and documentation in CRM and internal systems
Execute service workflows consistently, ensuring follow‑up and task completion
Monitor processes to prevent errors or lapses before they impact the customer experience
Partner with sales to ensure seamless handoffs and transitions, minimizing customer disruption
COLLABORATION AND TEAM INTEGRATION
Communicate proactively with teammates, sales partners, and leadership regarding growth opportunities, updates, and resolutions
Contribute solutions, not problems, in all team interactions
Participate in coaching, process improvements, and team meetings to strengthen overall execution
Uphold agency standards and culture, demonstrating reliability, professionalism, and positive energy
PERSONAL AND PROFESSIONAL EXCELLENCE
Maintain high standards for personal accountability and follow‑through
Demonstrate resilience and adaptability in high‑pressure situations
Seek ongoing learning opportunities to improve technical, service, and operational skills
Model elite execution and reliability for teammates across the agency
CORE COMPETENCIES
Customer‑centric mindset
Emotional intelligence
Retention focus
Process discipline
Accuracy and attention to detail
Problem solving
Strong listener and communicator
Ownership and accountability
Coachability
Sales driven
Growth driven
Reliability
Resilience and adaptability
Cultural alignment
EDUCATION AND EXPERIENCE We are seeking remote applicants that possess at least ONE YEAR of relevant industry experience (preferably State Farm). We do not have a specific education requirement. We are most interested in assessing will vs skill. We will train and coach up your skills.
Fully licensed (active Property & Casualty AND Life & Health licenses) is preferred to start and required to contribute to our team's Mission. We will walk unlicensed prospective team members through the licensing process if applicable.
PHYSICAL REQUIREMENTS You are required to work at a desk when executing your D2D. You’re only required to work from the hours of 8:30a – 5p ET, Monday – Friday.
We are well‑versed in rising desks and walking pads and will make recommendations upon request.
You will be required to travel (we are obligated for room and board expenses), to our home base in Atlanta up to once per quarter.
COMMITMENT TO DIVERSITY At Barracliff Agency, we believe diversity is strength. A workforce that reflects the communities we serve – regardless of across race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, and ability – is essential to building a world‑class, ethical business.
We hire talent at all levels based on ability, drive, and character, and actively foster inclusion in every interaction: with our team, our customers, our candidates, and our business partners.
Diverse perspectives are more than welcomed on our team. They are expected, respected and celebrated and unify us.
APPLY NOW If this role grabbed your attention, we want to hear from you. Submit your resume, and you’ll receive a link via email to complete a short assessment before our first conversation. This ensures every step is intentional and focused.
Already in the process? Direct questions or follow‑ups to Jeff Grimoldi at .
We’re looking for people ready to step in, stand out, and own their impact. If that’s you, apply now.
#J-18808-Ljbffr