American Family - Customer Service Representative

In this experienced level role, you will report to the Customer Service Manager. Your start date will be 1 / 26 / 2026. You will be the first contact for 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 provide exceptional customer service, resolve conflicts while being results driven and having a growth mindset.

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. Any change from your current location, as discussed at the time of your hire, must be approved by your leadership.

The in-person training will be in Madison, WI for approximately 8-12 weeks. There will be a graduation period where new hires will have to show proficiency in office before working remotely. The hours for training will be 9 : 00am - 5 : 30pm Central Time Monday through Friday. Your schedule after training includes a 9-hour Monday and a 7-hour day during that same week to ensure a 40-hour work week. You would also work every 3rd Saturday from the initial Saturday scheduled. You would receive a day off in the week following the Saturday you work. This permanent shift would start after training has been completed and would be in place until further notice. Specific schedules will be discussed in the interview and assigned at the time of offer.

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.

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.

Additional Information

Offer to selected candidate will be made contingent on the results of applicable background checks

Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

Sponsorship will not be considered for this position unless specified in the posting

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.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.

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