Bilingual Customer Service Representative
Location: Dallas, 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 plays a pivotal role in delivering exceptional customer experiences, supporting account management, and reinforcing customer loyalty. As a key member of a customer-centric organization, you will engage with clients in both English and Spanish, ensuring all customer interactions are handled with professionalism, empathy, and precision. This full-time position provides an opportunity to be part of an inclusive, growth-oriented team dedicated to serving diverse communities and maintaining the highest service standards. The company operates with a mission to deliver peace of mind to customers and protect the communities it serves, making this role critical to its ongoing success and expansion.
As a Bilingual Customer Service Representative, you will be responsible for managing a high volume of inbound calls, addressing customer inquiries, supporting policy servicing, and ensuring accurate documentation. You’ll proactively identify potential risks or unmet needs and work collaboratively with other departments to resolve issues and support agency growth. This role requires a commitment to operational excellence, attention to detail, and a strong dedication to upholding company values and fostering an inclusive environment. If you are motivated by service, reliability, and the chance to grow within a dynamic organization, this position is an exciting opportunity for you.
Duties & Responsibilities- Handle 50+ inbound customer calls daily in both English and Spanish, ensuring courteous and effective communication.
- Maintain a minimum of two hours of talk time per day, focusing on customer satisfaction and retention.
- Identify and cross-sell products, pivoting at least two opportunities daily to the sales team for further development.
- Deliver accurate and complete support for policy servicing, billing, endorsements, and claims-related inquiries.
- Proactively recognize retention risks or coverage gaps and escalate as appropriate to relevant team members.
- Ensure all customer interactions reinforce trust, retention, and confidence in the agency’s services.
- Resolve customer and team inquiries, escalations, and issues within 60 minutes to support a seamless service experience.
- Maintain precise records and documentation within CRM and internal systems to ensure accuracy and compliance.
- Follow all established workflows and processes, ensuring follow-up and task completion according to company standards.
- Monitor and prevent process errors or lapses that could impact the customer experience.
- Collaborate with sales partners to ensure smooth transitions and handoffs, minimizing customer disruption.
- Participate in coaching, process improvement initiatives, and team meetings to drive continuous improvement.
- Uphold company standards and contribute to a positive, reliable, and professional team culture.
- Demonstrate personal accountability, adaptability, and a commitment to ongoing learning and development.
- Competitive salary based on experience and qualifications.
- Comprehensive benefits package, which may include health, dental, and vision coverage.
- Opportunities for professional development, training, and growth within the company.
- Support for obtaining required licenses, including Property & Casualty and Life & Health, if not already held.
- Quarterly travel to company headquarters, with room and board expenses covered.
- Flexible and inclusive work environment with resources to support ergonomic needs.
- Minimum of one year of relevant industry experience; experience with insurance agencies is preferred.
- Proficiency in both English and Spanish is required for effective communication with a diverse client base.
- Active Property & Casualty and Life & Health licenses are preferred; company will assist with licensing if needed.
- Ability to work efficiently at a desk during standard business hours.
- Strong computer skills and familiarity with CRM systems and documentation processes.
- Commitment to accuracy, attention to detail, and adherence to operational standards.
- Excellent listening, communication, and problem-solving skills.
- Customer-focused with a strong desire to help and advocate for clients.
- Enthusiastic, disciplined, and committed to intentional excellence in every task.
- Demonstrates extreme ownership, accountability, and a growth mindset.
- Comfortable with high call volume and fast-paced environments.
- Team player who communicates proactively and collaborates effectively.
- Reliable, resilient, and adaptable in dynamic situations.
- Coachability and openness to feedback for continuous improvement.
- Alignment with company values of diversity, inclusion, and ethical business conduct.
- The Bilingual Customer Service Representative is a full-time role that is essential to supporting the company’s mission of serving and protecting customers and their communities.
- Applicants must be willing to travel to company headquarters up to once per quarter, with all travel expenses covered by the employer.
- The organization is deeply committed to diversity, equity, and inclusion, ensuring a supportive workplace for all team members.
- There is no specific education requirement; candidates are assessed based on ability, drive, and character.
- The role offers meaningful opportunities for career growth, skill development, and advancement within the company.
- If you are ready to step in, stand out, and make a real impact, click the job application button to apply and take the next step in your career as a Bilingual Customer Service Representative.
At our company, diversity is seen as a strength and an essential element of a world-class, ethical business. We hire talent at all levels based on ability, drive, and character, and actively foster inclusion in every interaction. Diverse perspectives are welcomed, respected, and celebrated. If this description aligns with your skills and aspirations, we encourage you to apply by clicking the job application button. We look forward to receiving your application and learning how you can contribute to our success as a Bilingual Customer Service Representative.