Customer Experience Specialist

Benefits: Monthly bonus Quarterly & annual bonus Cash and prizes Free caffeine Flexible schedule Training & development We’re putting a band together—and every great band needs someone who makes the magic work behind the scenes. As a Customer Experience Specialist, you help us do what most people don’t think about until they really need it: navigate the complicated, often boring world of insurance and turn it into something clear, human, and helpful. You start with why—why coverage matters, why details count, and why our customers should feel confident and cared for every time they reach out. This role is perfect for someone who genuinely enjoys helping people, pays attention to the details, communicates clearly, and takes pride in making something “boring” feel surprisingly easy—and maybe even enjoyable. Responsibilities Own the relationships with our existing customers, communicating by phone, email, and text to understand their needs, explain coverages, and position yourself as a trusted advisor—not just a service contact. Proactively review and re-shop policies to uncover missing discounts, coverage gaps, and opportunities to improve protection, confidently recommending additional personal, commercial, or life insurance solutions when they make sense. Drive growth from within our current book of business by identifying cross-sell and upsell opportunities, having real conversations about risk and protection, and helping customers see the value of broader coverage. Support clients through key moments such as renewals, life changes, and claims, using those conversations to strengthen relationships, reinforce trust, and open the door to deeper, long-term engagement. Experience Previous experience in customer support or call center environments is highly preferred, especially with outbound calling responsibilities. Proven sales experience or familiarity with upselling techniques to enhance customer engagement. Strong computer skills including proficiency in Microsoft Office Suite (Word, Excel) and general data entry tasks. Excellent communication skills—both verbal and written—with a focus on professionalism and clarity. Demonstrated ability to handle multiple tasks efficiently while maintaining attention to detail in fast-paced settings. Experience with call center operations or customer service roles involving analysis skills and problem-solving is desirable. Flexible work from home options available. This position is an Agency Team Member working for the Agency Owner and is not an employee of American Family Insurance. #J-18808-Ljbffr