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Homesite Customer Service Representative (Primarily Home) - Military Veterans

at American Family Insurance

In this experienced level role, you will report to the Customer Service Manager. Your start date will be 2/10/2025. You will be the first contact for Homesite-CONNECT customers (advisors, clients, and relationship partners) for service issues, requests, procedures, and account information. You will communicate directly with customers to research questions, open issue resolution cases, and resolve higher-level problems over the phone. You will report to a manager, and provide exceptional customer service, resolve conflicts while being results driven and having a growth mindset.

Position Compensation Range:

$25.00 - $31.25

Pay Rate Type:

Hourly

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Job Description

In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations. On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events. Our office locations are Madison, WI 53783; Atlanta, GA 30307; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; Phoenix, AZ 85034; St. Joseph, MO 64507.

Relocation support is offered for eligible candidates.

Shifts will cover a portion of our hours of operation from 7am - 10pm 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.  

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

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

For optimal performance and reliability, this position requires that you have a hardwired (Ethernet) connection to your internet with a minimum speed of 100 Mbps download and 10 Mbps upload. Wi-Fi connections are not acceptable for this role. Please ensure that you have the necessary setup to meet this requirement.

Travel Requirements

  • Up to 10%.

Physical Requirements

  • Work that primarily involves sitting/standing.

#LI-Remote

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.

#LI-SK1

Phoenix, AZ

American Family Insurance

At the American Family Insurance Group* passion & purpose fill the halls. We’re striving to attract and retain a diverse workplace. We believe a strong culture of diversity, equity and inclusion is essential to inspiring, protecting and restoring the dreams of our customers — and our employees. It’s why we’re committed to creating a collaborative environment where uniqueness is valued and individuals are treated equitably. We’re focused on building key partnerships, driving the accountability of our leaders, and embedding critical equity and inclusion learnings into the fabric of our business. Your ideas, your background, and your experience make a difference. They’re vital to our company’s success. We deliver diversified and innovative insurance solutions by keeping up with the ever-changing demands of our customers. We understand that we can only do this with a diverse workforce.

We Value the Heroes Who Have Served for us. Please click the below to see how we are honoring our Military Veterans like you!

https://www.youtube.com/watch?v=9Mf0Sd7MeU8

Read more about our pledge for Diversity, Equity and Inclusion https://www.amfam.com/providing-support/diversity-and-inclusion

*The American Family Insurance Group includes American Family Insurance, Homesite, Main Street America, and CONNECT, powered by American Family Insurance. Across these companies the group has nearly 13,000 employees nationwide and is the nation’s 12th-largest property/casualty insurance group, ranking No. 243 on the Fortune 500 list.

  • 2024 VETS Index | 5-star Employer
  • 2024 Seramount Inclusion Index Company 
  • 2024 Readers’ Choice | Top 50 Employer – Careers & the disABLED
  • 2024 Fair360 Top 50 Companies
  • 2024 Fair 360 Top 50 Companies – Philanthropy
  • 2024 DiversityComm Magazine | Best of the Best – Top Supplier Diversity Programs for WBEs
  • 2024 DiversityComm Magazine | Best of the Best – Top Black Employer
  • 2024 DiversityComm Magazine | Best of the Best – Top Diverse Employer
  • 2024 DiversityComm Magazine | Top Supplier Diversity Program for Minority-Owned Business Enterprises (MBEs)
  • 2024 National Business Inclusion Consortium | 25 Achievers on the Rise 


 

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