Remote Customer Support Specialist

Remote Customer Service Rep Company: American Family Insurance (AmFam) Job Title: Customer Service Representative (Remote) Department: Customer Service / Policyholder Services Employment Type: Full Time Work Arrangement: Mostly remote; eligibility may depend on geography and business needs. Reporting To: Manager, Customer Service About American Family Insurance American Family Insurance is a U S based insurance company that provides insurance and financial protection to people families farms and businesses. It insures autos, homes, tenants, life, business, farms and leisure vehicles. Customer service teams help policyholders, insurance agents, advisers and business partners by answering questions, resolving service problems, explaining policy information and assisting with billing and policy changes. **Position** American Family Insurance is recruiting for a Remote Customer Service Representative to help policyholders, agents and other business partners. Successful applicant will be responsible for responding to client queries, researching account concerns, clarifying insurance information, processing service requests, and assisting in resolving issues with expediency and professionalism. Excellent communication skills, strong judgment, attention to detail and ability to operate independently in a largely home based work environment is required. Customer communications may be conducted by telephone, e\-mail, online forms, chat or other approved methods of communication. Main responsibilities * + Act as the first point of contact for clients, policyholders, agents and business partners * Answer billing, policy coverage, payment, account information and policy change inquiries. * Listen to the client's complaints carefully and ask pertinent questions to understand the client's needs. * Provide fast, precise and straightforward assistance with research account details. * Answer basic service requests and document client interactions with company systems * Explain company policies, services available and general company procedures within allowed boundaries. * Assist clients in understanding applicable billing methods, coverage and insurance options. * Take ownership of client demands and push toward successful first contact resolution where possible. * Recognize complex or delicate circumstances and refer to appropriate department or specialist. * Keep a complete log of queries, actions taken, follow\-ups needed and resolutions. * Work with agents, claims, billing, underwriting and other internal partners * Protect sensitive client, financial and insurance data. * Follow all company policies, operational procedures, quality standards and all applicable federal and state obligations * Meet established customer service, quality, productivity and performance goals. * Complete required training, coaching and professional development activities. * Partner with colleagues to help driv