Bilingual Customer Service Representative
Location: Riverside, CA
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 - SummaryAs a Bilingual Customer Service Representative, you will play a crucial role in delivering exceptional service experiences to customers in both English and Spanish. This position supports and protects customer relationships, executes operational excellence, and contributes to agency growth through proactive service and retention efforts. The Bilingual Customer Service Representative ensures every client interaction upholds trust and reinforces the agency’s mission to deliver peace of mind and protect communities. If you are passionate about customer support, thrive in a fast-paced environment, and are eager to be a vital member of a diverse and growth-oriented team, this full-time opportunity is for you.
Working as a Bilingual Customer Service Representative provides you the chance to be part of a team that values enthusiasm, discipline, and a commitment to service excellence. The agency is dedicated to serving a broad and growing customer base, guided by core values such as extreme ownership, intentional excellence, and a growth mindset. If you are searching for a rewarding career that makes a real difference, this is the perfect role to apply your bilingual skills and customer service expertise.
Duties & Responsibilities- Answer 50+ inbound customer service calls each day, providing support in both English and Spanish.
- Maintain a minimum of 2 hours of daily talk time, ensuring prompt, solution-driven assistance for all clients.
- Identify opportunities to cross-sell products, pivoting qualified leads to the sales team as appropriate.
- Ensure 100% accuracy and completeness in servicing policies, billing, endorsements, and claims support.
- Proactively identify retention risks and coverage gaps, escalating concerns to the sales team when necessary.
- Deliver world-class service in every customer interaction, fostering ongoing trust and loyalty.
- Acknowledge and resolve customer and teammate inquiries or escalations within 60 minutes or less.
- Maintain precise records and documentation within CRM and internal systems.
- Execute service workflows consistently and ensure timely follow-up and completion of tasks.
- Monitor internal processes to prevent errors or lapses that could affect customer experience.
- Collaborate with sales and other teams to ensure seamless service and minimize customer disruption.
- Communicate proactively with teammates, sales partners, and leadership regarding opportunities and resolutions.
- Participate in coaching, process improvements, and team meetings to enhance execution and service quality.
- Uphold agency standards and contribute to a positive team culture through reliability and professionalism.
- Maintain high standards for personal accountability, follow-through, and continuous learning.
- Competitive compensation package.
- Opportunities for advancement and career growth within the agency.
- Potential for company-supported professional development and licensing.
- Quarterly travel to company headquarters, with room and board covered by the employer.
- Support for ergonomic work environments, including recommendations for desks and walking pads.
- A diverse, inclusive, and mission-driven workplace culture.
- At least one year of relevant industry experience (experience with State Farm is preferred but not required).
- Bilingual proficiency in Spanish and English is essential for this role.
- Active Property & Casualty and Life & Health insurance licenses are preferred; unlicensed candidates will be supported through the licensing process.
- Strong customer service, communication, and organizational skills.
- Demonstrated ability to manage high-volume call environments.
- Commitment to accuracy, detail, and operational discipline.
- No specific education requirement; dedication and willingness to learn are highly valued.
- Ability to work from a desk during assigned work hours and participate in occasional travel to headquarters.
- Customer-centric mindset with a passion for helping others.
- Emotionally intelligent and focused on retention and process improvement.
- Disciplined, reliable, and able to adapt in high-pressure situations.
- Excellent problem-solving, listening, and communication abilities.
- Accountable, coachable, and eager to grow professionally.
- Sales-driven and motivated by team success.
- Aligned with the agency’s core values and mission.
- Brings a positive attitude and contributes to a collaborative team environment.
- The agency is committed to fostering diversity, equity, and inclusion at all organizational levels.
- Team members are selected based on ability, drive, and character.
- All perspectives are respected, celebrated, and unified within the team.
- Applicants will undergo an initial assessment as part of the hiring process.
If you are ready to step in, stand out, and own your impact as a Bilingual Customer Service Representative, we encourage you to apply today by clicking the job application button. Join a dynamic team dedicated to making a difference in the lives of clients and communities while building your own professional future. We look forward to receiving your application and learning more about how you can contribute to our mission!