Bilingual Customer Service Representative
Location: Austin, TX
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 pivotal role in providing exceptional support and service to customers in both English and Spanish. As a Bilingual Customer Service Representative, you will help protect customer relationships, execute operational excellence, and support agency growth through proactive service delivery. This full-time role is designed for individuals passionate about helping others and skilled at navigating fast-paced service environments. As part of a mission-driven agency, you will contribute to building lasting customer trust, satisfaction, and retention, ensuring world-class service standards are met during every interaction. Working remotely, you will have the opportunity to serve a diverse client base and make a meaningful difference every day.
Duties & Responsibilities- Deliver world-class service to customers in both English and Spanish, ensuring every interaction reinforces trust and confidence in the agency.
- Answer 50+ inbound calls per day and maintain at least 2 hours of daily talk time.
- Identify customer needs, provide accurate policy servicing, and respond to billing, endorsements, and claims support requests with 100% accuracy and completeness.
- Proactively recognize retention risks or coverage gaps, escalating to sales teams or leadership as appropriate.
- Refer at least two cross-sell opportunities to the sales team daily, supporting agency growth.
- Resolve customer and teammate inquiries or escalations within 60 minutes or less.
- Maintain precise records and documentation using CRM and internal systems, ensuring all service workflows are executed consistently and tasks are completed on time.
- Monitor processes and proactively prevent errors that could impact the customer experience.
- Collaborate with sales, leadership, and team members to ensure seamless customer transitions and handoffs.
- Participate actively in coaching, team meetings, and process improvement initiatives.
- Demonstrate personal accountability, adaptability, a growth mindset, and a commitment to ongoing learning.
- Uphold the agency’s standards and culture by modeling reliability, professionalism, and positive energy.
- Competitive compensation package commensurate with industry standards and experience.
- Opportunities for career advancement and professional development within a growing agency.
- Support for licensing if not already obtained (Property & Casualty and Life & Health licenses preferred).
- Remote work flexibility, with occasional travel to the home base as needed. Room and board provided for required travel.
- Access to resources such as rising desks and walking pads to support ergonomic comfort.
- Diverse and inclusive workplace culture that values all backgrounds and perspectives.
- Fluency in English and Spanish, with strong verbal and written communication skills in both languages.
- At least one year of relevant customer service or insurance industry experience (State Farm experience preferred but not required).
- Active Property & Casualty AND Life & Health licenses preferred; willingness to obtain licenses if not already held (agency provides support).
- Ability to work from a desk for standard business hours, Monday through Friday.
- Strong customer-centric attitude, high emotional intelligence, and a focus on retention and service excellence.
- Ability to maintain organization, accuracy, and attention to detail while managing high call volumes and multiple service tasks.
- Comfort with CRM systems, process discipline, and documenting all customer interactions.
- Willingness to participate in ongoing training, team meetings, and process improvement initiatives.
- Openness to occasional travel to the agency’s home base as required.
- Demonstrates a strong commitment to customer service and problem-solving in both English and Spanish.
- Brings a positive attitude, enthusiasm, and a proactive approach to daily tasks.
- Possesses high levels of reliability, accountability, and adaptability in fast-paced settings.
- Shows ownership and pride in their role, consistently upholding agency core values and mission.
- Is eager to learn, coachable, and driven by growth and excellence.
- Thrives in a remote work environment and is comfortable collaborating with diverse teams and leadership.
- The Bilingual Customer Service Representative supports a mission-driven agency focused on delivering peace of mind and protecting communities.
- Full-time remote role with regular business hours and the potential for occasional travel to the agency’s home base.
- Commitment to diversity and inclusion, welcoming candidates from all backgrounds and experiences.
- Applicants will be asked to complete a short assessment as part of the intentional hiring process.
- Those seeking a dynamic, impactful career with opportunities for growth and advancement are encouraged to apply.
Join our team as a Bilingual Customer Service Representative and help us make a meaningful impact on the communities we serve. If you are dedicated to delivering exceptional service, fostering trust, and driving results, we encourage you to apply today by clicking the job application button. Be part of an inclusive agency where your contributions are valued and your growth is supported.
Equal Opportunity Statement:
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 more than welcomed on our team. They are expected, respected, and celebrated and unify us.