Bilingual Customer Service Representative
Location: Los Angeles, CA
Job Type: fulltime
Company: Dan Barracliff - State Farm Agency
Salary: $40000.0 - $80000.0 per year
Category: Insurance
Job Description Apply Now
The Bilingual Customer Service Representative (CSR) is a pivotal member of our team, responsible for delivering exceptional support and service to our diverse clientele. This role requires fluency in both Spanish and English, enabling effective communication and relationship management with a wide range of customers. As a Bilingual Customer Service Representative, you will play a crucial part in protecting customer relationships, ensuring operational excellence, and supporting agency growth through proactive, world-class service delivery. This is a full-time remote position designed for individuals who are committed to upholding high service standards while embracing opportunities for professional growth and collaboration.
Our organization is driven by a mission to deliver peace of mind and protect the communities we serve. Our team operates with a core set of values rooted in enthusiasm, discipline, excellence, ownership, alignment, and a growth mindset. As we continue to expand our reach, we seek team members who are aligned with our mission and dedicated to fostering trust and loyalty among customers. Working remotely offers flexibility and the opportunity to contribute to a dynamic team from anywhere, with occasional travel to our central office for training and development.
Bilingual Customer Service Representative - Summary- Serve as the main point of contact for Spanish- and English-speaking customers, providing prompt, accurate, and courteous service.
- Support agency retention goals by handling inbound calls, resolving inquiries, and identifying cross-sell opportunities.
- Promote a positive customer experience by managing relationships, addressing concerns, and maintaining high standards of operational discipline.
- Collaborate with teammates and leadership to resolve issues, share insights, and drive continuous process improvement.
- Handle 50+ inbound customer calls per day, ensuring 2+ hours of daily talk time.
- Identify and refer at least two cross-sell opportunities per day to the sales team.
- Maintain 100% accuracy and thoroughness in servicing policies, billing, endorsements, and claims support.
- Proactively recognize retention risks and coverage gaps, escalating issues as needed.
- Acknowledge and resolve customer or teammate inquiries and escalations within 60 minutes.
- Ensure precise record-keeping in CRM and internal systems, following established workflows and completing all tasks as assigned.
- Participate in coaching sessions, process improvement initiatives, and team meetings to enhance performance and service quality.
- Demonstrate professionalism, reliability, and a positive attitude in every interaction with customers and team members.
- Collaborate effectively with sales partners to ensure seamless customer transitions and minimize disruption.
- Competitive compensation package (details provided during the interview process).
- Room and board expenses covered for required quarterly travel to the home office for training and development sessions.
- Recommendations available for rising desks and walking pads to support ergonomic work-from-home setups.
- Ongoing training, coaching, and opportunities for professional development.
- Access to a supportive, diverse, and inclusive work environment that values growth and achievement.
- Fluency in both Spanish and English is required.
- Minimum one year of relevant industry experience, with preference given to candidates with State Farm or insurance-related backgrounds.
- Active Property & Casualty and Life & Health licenses are preferred; unlicensed candidates may be guided through the licensing process upon hire.
- Strong customer service orientation, with excellent communication and problem-solving skills.
- Ability to manage high call volumes and maintain accuracy in documentation.
- Experience in using CRM and internal systems is a plus.
- Commitment to upholding the company’s mission, values, and service standards.
- Ability to work at a desk during standard business hours, with occasional travel to the central office as required.
- Customer-centric, with a passion for delivering outstanding service and building long-term relationships.
- Emotionally intelligent and attuned to customer needs and team dynamics.
- Disciplined in following processes and maintaining attention to detail.
- Resilient, adaptable, and capable of thriving in fast-paced or high-pressure environments.
- Proactive, accountable, and eager to contribute solutions rather than problems.
- Coachability and willingness to embrace feedback and continuous learning.
- Sales-driven and growth-oriented, with a desire to contribute to agency success.
- Reliable, punctual, and a positive team player who exemplifies the agency’s values and culture.
- Our commitment to diversity ensures an inclusive work environment where all backgrounds, perspectives, and abilities are valued and respected.
- We foster a culture of inclusion in every interaction with our team, customers, candidates, and business partners.
- Diverse perspectives are welcomed, celebrated, and contribute to the strength and unity of our organization.
- If you are ready to make an impact as a Bilingual Customer Service Representative, click the application button to submit your resume and begin the next step in your career journey.
If you are enthusiastic about joining a team that values excellence, inclusion, and growth, we encourage you to apply now. Take the opportunity to become part of a mission-driven organization where your contributions matter—click the application button to take the next step.