What are the responsibilities and job description for the CONNECT Customer Service Representative position at Connect powered by American Family Insurance?
In this primarily home-based role, you will spend 80% of your time (4 days per week) working from home, proximate to our office location in Madison, WI 53783. You are required to be proximate to Madison because on occasion you may be asked to travel to that office for in person engagement activities such as team meetings, trainings, and culture events.
Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.
The in-person training will be in Madison, WI for approximately 8 weeks. The hours for training will be 9:00am - 5:30pm CT Monday through Friday. After training shifts will be 11:30am - 8:00pm CT or 1:30pm - 10:00pm CT. Set daily hours will include every third Saturday and 9-hour Mondays with a shortened day during the week to ensure you have 40 hours.
Position Compensation Range:
$25.00 - $31.25Pay Rate Type:
HourlyCompensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
- You will ensure that all relevant 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 newly enacted 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
- Demonstrate experience providing customer-focused solutions or support.
- Demonstrated written and spoken communication skills.
- Demonstrated ability managing multiple priorities in a fast-paced environment.
- You will troubleshoot and resolve issues.
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.
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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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Salary : $25 - $31