Bilingual Customer Service Representative
Location: St. Louis, MO
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 ideal for individuals fluent in both Spanish and English who excel in delivering exceptional customer experiences in a dynamic, fast-paced environment. As a Bilingual Customer Service Representative, you will play a critical role in maintaining customer trust, supporting operational excellence, and driving agency growth by providing world-class service to a diverse client base. This is a remote, full-time opportunity designed for dedicated professionals who are enthusiastic about supporting customers and contributing to a highly collaborative team.
At Barracliff Agency, our mission is to deliver peace of mind and protect the communities of our loyal customers across multiple regions. We are committed to fostering an inclusive culture that values diversity and champions the well-being of every employee and client. As a Bilingual Customer Service Representative, you will be empowered to make a meaningful impact by reinforcing customer retention and ensuring every client interaction supports our agency’s mission for operational excellence and outstanding service.
Bilingual Customer Service Representative - SummaryThis full-time remote position is dedicated to providing comprehensive support to customers in both Spanish and English. The Bilingual Customer Service Representative is responsible for managing high volumes of inbound calls, addressing client inquiries, supporting policy administration, and collaborating closely with internal teams to guarantee a seamless customer journey. In this role, you will protect and grow the agency's customer base through accurate, proactive, and empathetic service.
Duties & Responsibilities- Answer 50+ inbound customer calls per day, providing timely and professional responses in both Spanish and English.
- Maintain a daily talk time of over 2 hours to ensure all customers receive adequate attention and support.
- Identify and pivot at least two cross-sell opportunities per day to the sales team, helping customers discover additional products that meet their needs.
- Deliver 100% accuracy in policy servicing, billing, endorsements, and claims support while maintaining precise records in CRM and internal systems.
- Proactively identify risks to customer retention or coverage gaps, escalating to sales as necessary to ensure comprehensive client protection.
- Resolve customer and teammate inquiries or issues within 60 minutes, ensuring efficient and effective communication.
- Follow operational workflows for service delivery, guaranteeing all tasks are completed and followed up on as required.
- Work collaboratively with sales and operations teams to ensure seamless customer handoffs and minimize disruption.
- Participate in team meetings, coaching sessions, and process improvements to continuously enhance agency performance.
- Model reliability, professionalism, and positive energy while upholding the agency’s values and standards in all interactions.
- Competitive compensation package (details provided during interview process).
- Full-time, remote work with occasional required travel to the agency’s home base for team meetings (room and board covered for travel).
- Opportunities for professional development and ongoing training.
- Supportive, inclusive team culture aligned with the agency’s mission and core values.
- Modern ergonomic recommendations available on request for remote work comfort.
- Fluency in both Spanish and English is required.
- At least one year of relevant customer service experience, preferably within the insurance industry.
- Active Property & Casualty and Life & Health licenses preferred; support provided for candidates in the process of obtaining licensure.
- Strong computer and CRM system proficiency, with excellent documentation skills.
- Commitment to customer-centric service, problem-solving, and high attention to detail.
- Demonstrates high emotional intelligence, resilience, and adaptability in fast-paced, high-pressure situations.
- Possesses a growth mindset and strong desire for continuous learning and improvement.
- Exhibits strong communication skills, both listening and verbal, with the ability to build trust and rapport with diverse customers.
- Thrives in a collaborative, inclusive team environment and actively contributes to positive team culture.
- Embraces accountability and ownership, consistently following through on commitments.
- Physical requirements include the ability to work at a desk for extended periods; ergonomic solutions are available to support remote work.
- Quarterly travel to the agency’s Atlanta home base may be required, with accommodations provided.
- Diversity and inclusion are foundational to Barracliff Agency’s hiring and team culture, ensuring all backgrounds and perspectives are valued and celebrated.
- Applicants will complete a brief assessment prior to the first interview to ensure alignment with the agency’s values and mission.
Barracliff Agency is an equal opportunity employer. We believe that a diverse workforce strengthens our ability to serve our customers and our communities. We evaluate all applicants based on ability, drive, and character, and we are committed to fostering inclusion in every aspect of our organization.
If you are ready to make a meaningful impact as a Bilingual Customer Service Representative, apply now by clicking the application button. Take the next step in your career and join a team that values your skills, your voice, and your growth!