Bilingual Customer Service Representative
Location: San Antonio, 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 is a vital member of our team, responsible for delivering exceptional service to a diverse customer base in both English and Spanish. This full-time, remote position focuses on maintaining and strengthening customer relationships, ensuring operational excellence, and contributing to agency growth. As a Bilingual Customer Service Representative, you will be the first point of contact for customers, supporting them through various service needs and policy inquiries. Our agency is committed to serving communities with integrity and professionalism, and we welcome individuals who share our mission to deliver peace of mind and champion those we serve.
Working as a Bilingual Customer Service Representative offers the flexibility of remote work while engaging with a supportive, mission-driven team. Our agency values inclusion, ongoing learning, and personal growth, making this an ideal opportunity for those seeking to make a meaningful impact in the insurance and financial services industry. If you are seeking a challenging yet rewarding role that values your bilingual abilities and customer-first mindset, we encourage you to apply for the Bilingual Customer Service Representative position today.
Duties & Responsibilities- Answer an average of 50+ inbound customer calls per day, providing prompt and accurate responses to inquiries and service requests in both English and Spanish.
- Maintain at least two hours of daily talk time to ensure thorough communication and high-touch customer support.
- Identify opportunities for cross-selling and pivot at least two product leads per day to the sales team for further follow-up.
- Ensure 100% accuracy and completeness in policy servicing, billing, endorsements, and claims support for customers.
- Proactively identify retention risks or gaps in coverage and escalate as needed to internal stakeholders.
- Deliver world-class service in every customer interaction, fostering trust, loyalty, and confidence in the agency.
- Resolve customer and teammate inquiries, escalations, and issues within 60 minutes or less to uphold service standards.
- Maintain precise records and documentation within CRM and internal systems, ensuring compliance and data integrity.
- Follow established service workflows, ensuring timely follow-up and completion of all assigned tasks.
- Monitor internal processes to prevent errors or lapses that could impact the customer experience.
- Collaborate with sales and agency partners to ensure seamless handoffs and minimize customer disruption.
- Actively contribute to team meetings, coaching sessions, and process improvement initiatives.
- Uphold agency culture and standards, demonstrating reliability, professionalism, and a positive attitude.
- Seek ongoing learning opportunities to improve technical, service, and operational skills.
- Competitive compensation commensurate with industry standards and experience.
- Comprehensive benefits package available to eligible employees (details provided during the interview process).
- Opportunities for ongoing professional development and training.
- Potential for advancement within the organization based on performance and growth.
- Remote work flexibility, with required quarterly travel to the agency's home base (expenses covered).
- Support for ergonomic workstations and recommendations for a healthy remote work environment.
- Minimum of one year of relevant industry experience (experience with State Farm is preferred but not required).
- Fluency in both English and Spanish, with strong verbal and written communication skills in both languages.
- Active Property & Casualty and Life & Health insurance licenses preferred; willingness to obtain these licenses required if not already held (agency will support the licensing process as needed).
- Demonstrated customer-centric mindset, emotional intelligence, and ability to work effectively in a fast-paced remote environment.
- Strong attention to detail, accuracy in documentation, and a disciplined approach to process and workflow adherence.
- Proficiency with CRM and internal agency systems.
- Ability to travel quarterly to the agency's home base as required.
- Commitment to personal accountability, adaptability, and continuous improvement.
- Enthusiastic, disciplined, and committed to delivering intentional excellence in every customer interaction.
- Demonstrates extreme ownership, reliability, and a growth mindset aligned with the agency's core values.
- Excels in both independent and collaborative settings, actively contributing to team goals and process improvements.
- Embraces diversity, cultural alignment, and inclusion, reflecting the communities served.
- Able to model elite execution and coachability, continuously seeking opportunities to learn and grow.
- Customer-focused, solution-oriented, and driven to exceed retention and service targets.
- Strong problem-solving abilities, emotional intelligence, and resilience in high-pressure situations.
- Applicants must be able to work at a desk during standard business hours, with remote flexibility and support for ergonomic set-up.
- Quarterly travel to the agency's home base is required (accommodations and expenses are provided).
- The agency is committed to diversity and inclusion, actively seeking candidates from a variety of backgrounds and experiences.
- All hiring decisions are made based on ability, drive, and character, ensuring an equitable and inclusive hiring process.
- If you are ready to step in, stand out, and own your impact as a Bilingual Customer Service Representative, click the job application button to submit your resume and begin the assessment process.
At Barracliff Agency, we believe that a workforce reflecting the communities we serve is essential for building a world-class, ethical business. We welcome and celebrate diverse perspectives, fostering an inclusive environment for all team members and candidates.
Take the next step in your career by applying now for the Bilingual Customer Service Representative position and join a team dedicated to excellence, growth, and service.