Bilingual Customer Service Representative
Location: Seattle, WA
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 vital role in supporting clients and protecting customer relationships by delivering exceptional service in both English and Spanish. This full-time position is designed for individuals who are passionate about customer success, operational excellence, and proactive agency growth. As a Bilingual CSR, you will handle a high volume of inbound calls, execute a variety of account servicing functions, and collaborate closely with the sales team to ensure seamless customer experiences. The role emphasizes accuracy, efficiency, and dedication to supporting the agency's mission of delivering peace of mind to customers and communities.
Working as a Bilingual Customer Service Representative offers the chance to grow in an inclusive, mission-driven environment where every team member’s contribution is valued. The organization is strongly committed to diversity and ethical business practices, ensuring that individuals from all backgrounds are respected and empowered to succeed.
Duties & Responsibilities- Answer a high volume of inbound customer calls daily, providing prompt, courteous, and effective support in both English and Spanish.
- Maintain a minimum of two hours of daily talk time while ensuring each interaction delivers a positive and professional customer experience.
- Identify opportunities for cross-selling and pivot leads to the sales team as appropriate, supporting the agency’s growth goals.
- Process policy servicing, billing inquiries, endorsements, and claims support with 100% accuracy and attention to detail.
- Proactively recognize customer retention risks or coverage gaps, escalating issues to the appropriate team or leadership when necessary.
- Document all interactions and transactions in customer relationship management (CRM) systems to ensure accurate records.
- Resolve customer and teammate inquiries, escalations, and service issues within strict timelines, typically within 60 minutes or less.
- Maintain operational discipline by executing service workflows, monitoring processes to prevent errors, and ensuring completion of all assigned tasks.
- Collaborate with sales, leadership, and other team members for smooth handoffs and transitions, minimizing customer disruption.
- Participate in regular team meetings, coaching sessions, and process improvement initiatives to support continuous improvement.
- Demonstrate reliability, professionalism, and positive energy while upholding the agency’s core values and culture.
- Actively pursue ongoing learning and development opportunities to enhance technical and service skills.
- Competitive salary based on experience and qualifications.
- Comprehensive benefits package, including health, dental, and vision coverage.
- Opportunities for professional growth and advancement within the agency.
- Support for professional licensing and continuing education.
- Remote work arrangements, with periodic travel to the agency’s home base as required (lodging provided by the company).
- Minimum of one year of relevant industry experience in customer service, preferably within the insurance sector.
- Fluent in both English and Spanish, with strong verbal and written communication skills in both languages.
- Active Property & Casualty and Life & Health licenses are preferred; unlicensed candidates must be willing to obtain necessary credentials with agency support.
- Demonstrated commitment to operational excellence, customer satisfaction, and continuous improvement.
- Ability to maintain high standards for personal accountability and follow-through.
- Strong computer literacy and proficiency with CRM systems and standard office software.
- Ability to work at a desk for extended periods and participate in remote team operations effectively.
- Willingness to travel quarterly for team meetings, with company-provided room and board.
- Customer-centric, empathetic, and solutions-oriented with a focus on building long-term relationships.
- Emotionally intelligent and capable of handling high-pressure situations with resilience and adaptability.
- Detail-oriented, accurate, and diligent in policy servicing and documentation.
- Sales-driven with the ability to spot cross-selling opportunities and support agency growth objectives.
- Excellent communicator, both as a listener and a speaker, able to convey information clearly and effectively.
- Team player who thrives in collaborative environments and contributes positively to agency culture.
- Self-motivated and coachable, eager to learn and grow within the organization.
- The agency’s mission is to deliver peace of mind, protect communities, and provide exceptional service when it matters most.
- Core values include enthusiasm, discipline, excellence, ownership, alignment, commitment, and a growth mindset.
- Diversity and inclusion are foundational to the agency’s hiring practices and workplace culture.
- All qualified applicants are encouraged to apply. The agency is committed to equal opportunity employment and welcomes candidates from all backgrounds.
- If you are ready to make an impact as a Bilingual Customer Service Representative, we encourage you to click the apply button and submit your application today.
Take the next step in your career and join a team that values your skills, supports your growth, and empowers you to deliver world-class customer service. Apply now to become a Bilingual Customer Service Representative!