Bilingual Customer Service Representative
Location: Columbus, OH
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 vital role in delivering exceptional support and service to a diverse customer base, primarily assisting both English and Spanish-speaking clients. This position supports the agency's mission of protecting communities and providing peace of mind to customers by managing account inquiries, resolving issues, and ensuring positive customer experiences. As a key member of the customer service team, the Bilingual CSR is responsible for maintaining and strengthening customer relationships, executing operational standards, and contributing to agency growth. This full-time opportunity is designed for professionals who are passionate about service excellence, thrive in a dynamic environment, and are committed to continuous learning and improvement. Working remotely, the Bilingual Customer Service Representative is integral to achieving retention goals, upholding organizational values, and ensuring every customer interaction embodies trust and reliability.
Duties & Responsibilities- Handle a high volume of inbound customer calls—typically 50 or more daily in both English and Spanish.
- Engage in over two hours of talk time per day, addressing customer needs efficiently and empathetically.
- Identify cross-sell opportunities and coordinate with the sales team to advance agency growth.
- Maintain 100% accuracy and thoroughness in policy servicing, billing, endorsements, and claims support.
- Proactively spot retention risks or coverage gaps and escalate them to sales partners as needed.
- Deliver world-class service in every interaction to reinforce trust and customer satisfaction.
- Respond to direct customer or teammate inquiries, escalations, and issues within 60 minutes or less.
- Maintain accurate records and documentation using CRM and internal systems.
- Consistently execute service workflows, ensuring timely follow-up and task completion.
- Monitor operational processes to prevent errors or lapses that could impact the customer experience.
- Collaborate closely with sales and other team members for seamless customer handoffs and transitions.
- Actively participate in team meetings, coaching sessions, and process improvement initiatives.
- Uphold agency standards by demonstrating professionalism, reliability, and a positive attitude.
- Model elite execution, accountability, and continuous improvement for the broader team.
- Competitive salary structure based on experience and qualifications.
- Opportunities for performance-based bonuses or incentives.
- Professional development, training, and coaching opportunities.
- Support for professional licensing if not already acquired.
- Potential for travel to company headquarters for team integration and training (with room and board covered as required).
- Inclusive and supportive work environment, reflecting the diversity of the communities served.
- At least one year of relevant industry experience is required; experience with insurance providers is preferred.
- Proficiency in both English and Spanish, with the ability to communicate professionally and effectively in both languages.
- Active Property & Casualty and Life & Health licenses are preferred at the time of hire; candidates willing to obtain these licenses will be supported in the process.
- Strong customer service skills, with a focus on retention and problem resolution.
- Demonstrated ability to manage multiple tasks and maintain accuracy and attention to detail.
- Excellent written and verbal communication skills.
- Comfortable working at a desk for extended periods; ergonomic equipment recommendations provided as needed.
- Willingness to travel periodically for team integration or training sessions.
- No specific education requirement; emphasis is placed on willingness to learn and grow within the role.
- Customer-centric, with a commitment to delivering exceptional service experiences.
- Emotionally intelligent and adaptable in high-pressure situations.
- Possesses a growth mindset, is coachable, and embraces continuous learning.
- Demonstrates high standards of personal accountability, process discipline, and reliability.
- Effective collaborator, communicator, and team player.
- Sales-driven and motivated to identify opportunities for agency growth.
- Aligned with the company's mission, values, and commitment to diversity and inclusion.
- The Bilingual Customer Service Representative is a remote, full-time position with standard weekday hours.
- Periodic travel to company headquarters may be required for integration and training (expenses covered as applicable).
- The company embraces diversity, equity, and inclusion, aiming to reflect and serve the communities in which it operates.
- Applicants of all backgrounds are encouraged to apply, as talent, drive, and character are prioritized in the hiring process.
- If you are passionate about delivering world-class service and ready to contribute to a positive, growth-oriented environment, click the application button to apply today.
At Barracliff Agency, diversity is a core value, and all employment decisions are made based on ability, drive, and character. Diverse perspectives are welcomed, respected, celebrated, and unify the team.
If you are ready to step up, stand out, and own your impact as a Bilingual Customer Service Representative, apply now by clicking the application button. Take the next step in your career and become a vital part of a dedicated and inclusive team.