Bilingual Customer Service Representative
Location: Minneapolis, MN
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 positions are in high demand, and this role offers the opportunity to make a meaningful difference by supporting customers and sustaining agency growth. As a Bilingual Customer Service Representative, you will utilize your fluency in both Spanish and English to deliver exceptional service, protect customer relationships, and contribute to the overall mission of the company. This full-time position is ideal for experienced professionals looking to advance their careers in a dynamic and inclusive environment.
As a Bilingual Customer Service Representative, you will be responsible for handling inbound customer inquiries, ensuring accurate and timely policy servicing, and escalating opportunities or risks to the appropriate teams. Your ability to communicate clearly and empathetically in both English and Spanish will be central to reinforcing trust, retention, and confidence in the agency. You will also play a key role in supporting the agency's growth by identifying cross-sell opportunities and collaborating with sales teams to provide seamless customer experiences.
The company mission is rooted in delivering peace of mind and protecting communities. Your contributions as a Bilingual Customer Service Representative will be instrumental in achieving these goals and upholding the agency’s values of enthusiasm, discipline, intentional excellence, extreme ownership, alignment, and a growth mindset. The organization is committed to fostering a diverse and inclusive workforce, reflective of the communities it serves.
In this role, you will follow structured service activity targets, including handling a high volume of inbound calls, maintaining daily talk time metrics, and ensuring accuracy in policy servicing and documentation. You will be empowered to proactively identify customer retention risks, address coverage gaps, and partner with sales and leadership to resolve escalated issues efficiently. Your attention to detail, process discipline, and customer-centric mindset will set you up for success in this role.
Your work as a Bilingual Customer Service Representative will require collaboration across teams, clear communication, and a solutions-oriented attitude. You will participate in regular coaching, team meetings, and continuous improvement initiatives to strengthen your skills and contribute to the agency’s mission. This position provides an excellent platform for ongoing professional development, as the company values personal accountability, resilience, adaptability, and a commitment to learning.
Bilingual Customer Service Representative - Summary- Deliver world-class customer experiences in both Spanish and English
- Maintain and protect customer relationships through proactive service
- Support agency growth by identifying and escalating cross-sell opportunities
- Uphold agency standards, values, and mission in all interactions
- Handle 50+ inbound customer calls daily and maintain at least 2 hours of daily talk time
- Accurately process policy servicing, billing, endorsements, and claims support
- Identify retention risks and coverage gaps, escalating as needed
- Document all interactions accurately using CRM and internal systems
- Resolve inquiries, escalations, and issues within 60 minutes
- Execute service workflows, ensuring follow-up and task completion
- Collaborate with sales, team members, and leadership for seamless customer transitions
- Participate in coaching, process improvements, and team meetings
- Maintain high standards for personal accountability and follow-through
- Model professionalism, reliability, and a positive attitude
- Competitive salary commensurate with experience
- Comprehensive benefits package
- Opportunities for professional development and advancement
- Support for licensing and ongoing training
- Room and board covered for required quarterly travel to headquarters
- Fluency in both Spanish and English is required
- At least one year of relevant industry experience; experience with State Farm is a plus
- Active Property & Casualty and Life & Health licenses are preferred and required for full contribution (support provided for obtaining licenses if not currently held)
- No specific education requirement; emphasis on willingness to learn and grow
- Proficiency with CRM and digital communication tools
- Ability to work at a desk during standard business hours and travel quarterly to headquarters
- Customer-centric with strong communication and listening skills
- Emotionally intelligent and solutions-oriented
- Detail-oriented, reliable, and accountable
- Able to thrive in a fast-paced, high-volume environment
- Coachable and eager to learn new skills
- Aligned with agency values and mission
- Resilient and adaptable to change
- This is a full-time position with structured hours and expectations for remote work
- Quarterly travel to the agency’s headquarters is required (travel expenses covered)
- The company is dedicated to diversity, equity, and inclusion, welcoming candidates from all backgrounds
- Applicants will complete an assessment as part of the hiring process
Ready to make your impact as a Bilingual Customer Service Representative? Click the application button to submit your resume and take the next step in your career. Join a team where your skills, dedication, and passion for service will be valued and celebrated!
Equal Opportunity Employer 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.