Licensed Customer Service Representative

Company Description

American Family Insurance is a long-standing insurance organization with over 90 years of experience built on strong ethical principles and customer-focused service. The company is committed to providing industry-leading service, an exceptional claims experience, and products designed to foster long-term relationships. Policyholders are treated with fairness, care, and respect, and the company strives to make every interaction easy and convenient. Integrity is deeply embedded in the culture, guiding decision-making at all levels and supporting trust-based relationships with customers.

This consistent standard of conduct has shaped American Family Insurance's reputation as a dependable, family-oriented company.

This full-time, on-site Licensed Customer Service Representative role is based in Cleveland, OH. The individual in this position will handle incoming calls and inquiries, provide accurate information about insurance products and policies, and assist customers with billing, claims, and coverage questions. The role involves resolving customer concerns, documenting interactions in company systems, and following established procedures and regulatory requirements. The Licensed Customer Service Representative will collaborate with team members and agents to support policy changes, renewals, and cross-selling opportunities, while maintaining a positive, professional customer experience.

Consistent attendance, adherence to schedules, and ongoing learning about company products and services are essential parts of the day-to-day responsibilities.

• Demonstrated proficiency in Customer Service and Customer Support, with the ability to respond to inquiries clearly and professionally.
• Experience enhancing Customer Satisfaction and Customer Experience through active listening and effective problem solving.
• Background working as or with Customer Service Representatives in an insurance or financial services environment is preferred.
• State insurance license (or eligibility and willingness to obtain one within a defined timeframe).
• Strong communication skills, both verbal and written, and the ability to explain complex information in an accessible manner.
• Comfort with computer systems, CRM tools, and basic office software; accurate data entry skills.
• Ability to work on-site in Cleveland, OH, manage multiple tasks, and maintain attention to detail in a fast-paced environment.
• High school diploma or equivalent required; additional education or relevant certifications are a plus.