Customer Service Representative

Company Description American Family Insurance is a long-established insurance provider with over 90 years of experience serving customers across the United States. The company is committed to delivering industry-leading service, an exceptional claims experience, and products that support long-term, trust-based relationships. Policyholders are treated with fairness, care, and respect, with a strong focus on making every interaction easy and convenient. Integrity and ethical conduct are central to the company’s culture, guiding decisions at every level of the organization. Customers can rely on consistent, values-driven service that makes them feel like family. Role Description This is a full-time, on-site Customer Service Representative role located in Kansas City, MO. The Customer Service Representative will handle inbound and outbound customer calls, respond to inquiries about policies, billing, and claims, and provide accurate information in a clear and courteous manner. Responsibilities include resolving customer concerns, documenting interactions in company systems, and escalating complex issues to the appropriate teams when needed. The role involves processing changes to policies, assisting with account updates, and guiding customers through available options and resources. The representative will collaborate with colleagues and leadership to continuously improve the customer experience and support American Family Insurance’s service standards. Qualifications Customer-focused skills, including Customer Service and Customer Experience, with a commitment to helpful, respectful interactions. Support-oriented skills, such as Customer Support and Customer Satisfaction, with the ability to resolve issues and follow through on commitments. Experience working as or with Customer Service Representatives in a call center or service-focused environment is preferred. Strong verbal and written communication skills, including active listening and clear, professional phone etiquette. Ability to learn and navigate multiple computer systems, manage documentation accurately, and handle confidential information responsibly. Proven problem-solving skills, attention to detail, and the ability to work effectively in a fast-paced, team-oriented setting. High school diploma or equivalent required; additional education or insurance-related coursework is a plus. Prior experience in insurance, financial services, or a regulated industry is beneficial but not required. #J-18808-Ljbffr