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CONNECT Customer Service Representative
American Family Insurance Group - Keene, NH
posted about 2 months ago
About the position
In this experienced level role, the Customer Service Representative will serve as the first point of contact for Homesite-CONNECT customers, addressing service issues, requests, and account information. The representative will communicate directly with customers to resolve inquiries and higher-level problems, ensuring exceptional customer service while maintaining a results-driven and growth-oriented mindset. This position is primarily home-based, with occasional travel to office locations for team meetings and training.
Responsibilities
- Serve as the first contact for Homesite-CONNECT customers for service issues and requests.
- Communicate directly with customers to research questions and resolve issues over the phone.
- Gather and enter relevant information to ensure prompt resolution of customer inquiries.
- Educate clients and advisors on newly enacted services to facilitate efficient self-service.
- Troubleshoot simple usability issues raised by customers and refer complex issues to appropriate service partners.
- Receive guidance from coaches to process requests effectively.
Requirements
- Demonstrated experience providing customer-focused solutions or support.
- Strong written and spoken communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Willingness to obtain a Property & Casualty license within 12 months.
Nice-to-haves
- Experience in a remote work environment.
- Familiarity with insurance policies and systems.
Benefits
- 401(k) matching
- Dental insurance
- Family leave
- Health insurance
- Loan repayment program
- Paid holidays
- Paid time off
