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Form of workExperienced 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 report to the Customer Service and Sales Manager. You will communicate directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone.
Compensation Minimum:$23.00 / hour
Compensation Maximum:$23.00 / hour
Compensation may vary based on the job level and your geographic work location.
Primary Accountabilities
• You will be a first customer contact regarding routine service issues, assist in troubleshooting 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 new 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
• You will demonstrate experience providing customer-focused solutions or service.
• You will demonstrate experience interpreting and responding to customer questions and requests.
• You will demonstrate ability managing multiple priorities in a fast-paced environment.
• You will demonstrate ability to troubleshoot and resolve issues.
Licenses
• Not applicable.
Travel Requirements
• Up to 10%.
Physical Requirements
• Work that primarily involves sitting/standing.
Working Conditions
• Not applicable.
This is a remote position.
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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.
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