Bilingual Customer Service Representative
Location: Houston, 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 (CSR) is a pivotal member of our team, responsible for delivering exceptional service to both English and Spanish-speaking clients. As a Bilingual CSR, you play a key role in maintaining client satisfaction, building long-term relationships, and supporting our agency's mission of protecting communities and providing peace of mind. This full-time opportunity is ideal for those with at least one year of relevant industry experience, preferably within insurance or a similar customer-focused environment. By upholding operational excellence and fostering agency growth, your work directly contributes to customer retention and the agency’s continued success. If you are passionate about service, thrive in dynamic environments, and are eager to make a positive impact, you are encouraged to apply and join our diverse, mission-driven team.
Duties & Responsibilities- Consistently provide world-class service to a diverse customer base in both English and Spanish.
- Answer 50+ inbound customer calls daily, maintaining over two hours of talk time to address inquiries, resolve issues, and support agency objectives.
- Deliver accurate and complete policy servicing, billing, endorsements, and claims support, ensuring high attention to detail and compliance standards.
- Identify and escalate retention risks or coverage gaps to sales partners, contributing to agency growth and customer protection.
- Proactively cross-sell products and smoothly transition opportunities to the sales team.
- Respond to customer and team inquiries or escalations within 60 minutes, demonstrating operational discipline and reliability.
- Maintain precise and up-to-date documentation in CRM and internal systems, following established service workflows.
- Monitor processes to prevent errors and lapses that could impact the customer experience.
- Collaborate closely with sales, leadership, and team members to ensure seamless service and growth opportunities.
- Attend coaching sessions, participate in process improvements, and engage in team meetings to elevate execution and agency standards.
- Model professionalism, accountability, and positive energy, upholding agency values in every interaction.
- Competitive compensation structure reflecting experience and licensing status.
- Opportunities for training, upskilling, and licensure support if not already fully licensed (Property & Casualty and Life & Health preferred).
- Potential for quarterly travel to the agency home base for professional development, with room and board provided by the company.
- Supportive, inclusive work culture committed to professional growth and work-life balance.
- Recommendations and accommodations for ergonomic workstations, including rising desks and walking pads, available upon request.
- Minimum of one year of industry-related experience, with a strong preference for backgrounds in insurance customer service.
- Fluency in both English and Spanish, with the ability to communicate clearly, empathetically, and effectively in both languages.
- Active Property & Casualty and Life & Health licenses preferred; willingness to obtain required licenses with agency support if necessary.
- No specific educational requirements; drive and willingness to learn are prioritized.
- Comfort and proficiency with digital tools, CRM systems, and remote work environments.
- Ability to work full-time, adhere to set schedules, and occasionally travel for agency events or training sessions.
- Customer-centric with a demonstrated commitment to delivering high-quality service.
- Emotionally intelligent, adaptable, and resilient in fast-paced or high-pressure situations.
- Detail-oriented, reliable, and accountable for meeting retention and service targets.
- Effective communicator and listener, able to engage positively with customers and teammates.
- Solution-oriented and coachable, eager to contribute to team success and process improvement.
- Growth-driven, aligned with the agency mission, and committed to ongoing personal and professional development.
- The Bilingual Customer Service Representative position is an excellent opportunity for individuals seeking a meaningful role in a mission-driven agency that values diversity, inclusion, and community impact.
- The company is proud of its commitment to hiring and fostering a diverse workforce that reflects the communities it serves.
- All employment decisions are made without regard to race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, ability, or any other protected status.
- Interested candidates are encouraged to submit their applications by clicking the job application button to begin the process. After submitting your resume, you will receive a link to complete a brief assessment to ensure a focused and intentional hiring process.
- Take the next step in your career and join a team where your skills and dedication are valued. Apply now to become a vital part of a growing and supportive organization.