Bilingual Customer Service Representative
Location: Sacramento, CA
Job Type: fulltime
Company: Dan Barracliff - State Farm Agency
Salary: $40000.0 - $80000.0 per year
Category: Insurance
Job Description Apply Now
The Bilingual Customer Service Representative is an essential member of the team, delivering high-quality service to a diverse customer base in both English and Spanish. This full-time position is designed for those who are passionate about protecting customer relationships, executing operational excellence, and supporting agency growth through proactive service. As a Bilingual Customer Service Representative, you will play a pivotal role in fostering trust, retention, and confidence among customers, ensuring that every interaction meets the agency's world-class service standards.
Our agency’s mission is centered on providing peace of mind and protecting the communities we serve. We are committed to supporting households across various states, with a strong focus on inclusivity and excellent customer service. As a Bilingual Customer Service Representative, you will embody the core values of enthusiasm, discipline, excellence, ownership, alignment, and a growth mindset. These values guide our approach to hiring and overall team culture.
Bilingual Customer Service Representative - SummaryAs a Bilingual Customer Service Representative, you will be expected to manage a high volume of customer interactions daily, ensuring timely and accurate service across multiple products and platforms. You will need to demonstrate proficiency in both Spanish and English, providing support and solutions to customers, and contributing to the agency’s retention goals. This role requires adaptability, strong communication skills, and a commitment to personal and professional growth within a supportive and diverse environment.
Duties & Responsibilities- Handle 50+ inbound calls per day, ensuring responsive and empathetic service in both English and Spanish.
- Maintain a minimum of 2 hours of daily talk time to address customer inquiries, concerns, and service requests.
- Identify and refer cross-sell opportunities to the sales team, supporting agency growth initiatives.
- Ensure 100% accuracy in policy servicing, billing, endorsements, and claims support.
- Proactively identify retention risks or coverage gaps and communicate them to the appropriate team members.
- Acknowledge and resolve customer and teammate inquiries or issues within 60 minutes or less.
- Maintain precise records and documentation within CRM and internal systems.
- Consistently execute service workflows, ensure follow-up, and complete assigned tasks on time.
- Monitor and enhance internal processes to prevent potential errors affecting customer experience.
- Collaborate with the sales team to ensure seamless customer transitions and minimal disruption.
- Participate in coaching, process improvements, and team meetings to enhance performance and service delivery.
- Uphold agency standards and contribute positively to the team culture.
- This full-time role offers competitive compensation and benefits, reflecting the importance of the Bilingual Customer Service Representative to the agency’s mission.
- Comprehensive training and support for career development, including assistance with obtaining necessary industry licenses.
- Room and board expenses covered for required quarterly travel to the agency’s home base.
- Access to ergonomic recommendations, such as rising desks and walking pads, to support well-being during work hours.
- Opportunities for advancement within a rapidly growing agency that values diversity and inclusion.
- At least one year of relevant industry experience is required; experience with insurance agencies is preferred.
- Fluency in both Spanish and English is essential for effective customer communication.
- Active Property & Casualty and Life & Health licenses are preferred; however, support is available for candidates pursuing licensure.
- Strong attention to detail, accuracy, and process discipline.
- Excellent listening, communication, and problem-solving skills.
- Demonstrated ability to work independently and as part of a team in a remote work environment.
- Commitment to upholding agency’s core values and mission of serving diverse communities.
- Ability to work at a desk during standard business hours and occasionally travel for team meetings or training sessions.
- Customer-centric with a focus on delivering exceptional service experiences.
- Emotionally intelligent, resilient, and adaptable in dynamic environments.
- Proactive in identifying solutions, growth opportunities, and risk mitigation strategies.
- Driven by a desire to contribute to team and agency goals.
- Accountable, reliable, and committed to personal and professional excellence.
- Coachable and eager to pursue ongoing learning and development.
- Aligned with a diverse, inclusive, and ethical workplace culture.
- The agency is proud to reflect and serve a diverse community, fostering an inclusive environment where all perspectives are respected and celebrated.
- There is no specific education requirement, as the agency values both will and skill, providing comprehensive training and coaching for skill development.
- Work is primarily remote, with occasional travel requirements for team integration and professional development.
- The agency is committed to equal opportunity employment, ensuring a fair and supportive hiring process for all candidates.
- Located in a vibrant and growing region, the agency offers an engaging and supportive workplace for motivated individuals.
If you are ready to take the next step in your career as a Bilingual Customer Service Representative, apply now by clicking the job application button. Join a team dedicated to excellence, growth, and making a positive impact in the communities we serve.
At Barracliff Agency, we believe diversity is strength. A workforce that reflects the communities we serve—regardless of race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, and ability—is essential to building a world-class, ethical business. We hire talent at all levels based on ability, drive, and character, and actively foster inclusion in every interaction: with our team, our customers, our candidates, and our business partners. Diverse perspectives are welcomed, expected, respected, and celebrated, unifying our team. We encourage all interested candidates to apply.