Bilingual Customer Service Representative
Location: Decatur, GA
Job Type: fulltime
Company: Dan Barracliff - State Farm Agency
Salary: $40000.0 - $80000.0 per year
Category: Insurance
Job Description Apply Now
Bilingual Customer Service Representative - SummaryThe Bilingual Customer Service Representative (CSR) plays a critical role in supporting customer satisfaction and agency growth by delivering high-quality service to both English and Spanish-speaking clients. As a Bilingual Customer Service Representative, you will be responsible for managing customer inquiries, ensuring policy accuracy, and promoting customer retention. Your ability to communicate effectively in both English and Spanish will be instrumental in fostering trust and confidence among our diverse clientele. This full-time position offers a unique opportunity to become an essential part of an inclusive and mission-driven organization committed to the well-being of its team and the communities it serves. If you are passionate about customer service, thrive in a fast-paced environment, and are seeking a rewarding career, we encourage you to apply for the Bilingual Customer Service Representative role today.
Duties & Responsibilities- Answering a high volume of inbound calls daily and providing prompt, professional assistance to customers.
- Maintaining at least two hours of daily talk time to address customer needs efficiently.
- Identifying cross-selling opportunities and referring potential sales leads to the sales team.
- Ensuring policy servicing, billing, endorsements, and claims support are carried out with 100% accuracy and completeness.
- Proactively recognizing retention risks or coverage gaps and escalating them appropriately.
- Delivering world-class service in every interaction, reinforcing customer trust and loyalty.
- Resolving customer and teammate issues within 60 minutes or less, upholding standards of operational excellence.
- Maintaining accurate records and documentation in CRM and internal systems.
- Following established service workflows to ensure task completion and follow-up.
- Monitoring internal processes to prevent errors or lapses that could impact the customer experience.
- Collaborating with the sales team for seamless customer handoffs and transitions.
- Communicating proactively with team members, sales partners, and leadership regarding updates and opportunities.
- Participating in team meetings, coaching sessions, and process improvement initiatives to enhance performance.
- Upholding company standards, culture, and values in all interactions.
- Competitive salary commensurate with experience and industry standards.
- Comprehensive benefits package available.
- Opportunities for continued training and professional development.
- Supportive, inclusive work environment focused on growth and success.
- Commitment to diversity, equity, and inclusion in the workplace.
- Fluency in both English and Spanish is required to effectively serve a diverse customer base.
- Active Property & Casualty and Life & Health licenses are preferred; candidates without licenses must be willing to obtain them with company support.
- Strong interpersonal and communication skills, with a customer-centric mindset.
- Excellent organizational skills and attention to detail.
- Ability to handle high call volumes and multitask in a fast-paced environment.
- Proficiency in CRM and documentation systems is a plus.
- Commitment to professional integrity, reliability, and accountability.
- Comfort using standard office equipment and sitting at a desk for extended periods during work hours.
- Demonstrates emotional intelligence and strong listening skills.
- Possesses a growth mindset, adaptability, and resilience in challenging situations.
- Is problem-solving oriented and contributes positively to team solutions.
- Shows ownership, accountability, and coachability.
- Aligns with company core values such as enthusiasm, discipline, intentional excellence, and commitment to the mission.
- Embraces diversity and is eager to work in an inclusive, team-oriented environment.
- Our company’s mission is to deliver peace of mind and champion the needs of our customers and communities.
- We serve a growing client base with a strong emphasis on ethical business practices and community impact.
- No specific education requirement; we value will and drive as much as experience and skill. Training is provided for skill development and licensing.
- We are committed to fostering a workforce that reflects the diversity of the communities we serve and encourage applications from all backgrounds.
- We strictly adhere to equal opportunity employment and embrace diverse perspectives as a source of strength and innovation.
- Take the next step in your career by applying for the Bilingual Customer Service Representative position today—click the application button to submit your resume and begin your journey with us!