Bilingual Customer Service Representative
Location: Phoenix, AZ
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 - SummaryIf you are passionate about delivering exceptional service and thrive in a dynamic, people-centered environment, the Bilingual Customer Service Representative role is an excellent fit. As a vital member of a growing team, you will leverage your Spanish and English language skills to foster trust, ensure customer satisfaction, and support long-term client relationships. This full-time opportunity is ideal for individuals with at least one year of relevant customer service experience, preferably in the insurance industry, who are committed to operational excellence and personal growth. Joining this team means contributing to a mission-driven organization dedicated to protecting communities and supporting households through every interaction. If you're ready to make a difference and develop your career, apply now by clicking the application button below.
Duties & Responsibilities- Consistently answer 50+ inbound customer service calls per day, providing clear and empathetic communication in both Spanish and English.
- Maintain at least two hours of talk time daily to efficiently address policyholder needs and resolve concerns.
- Identify cross-sell opportunities and refer at least two potential leads to the sales team each day, supporting agency growth.
- Ensure 100% accuracy and completeness in all aspects of policy servicing, billing, endorsements, and claims support.
- Proactively detect retention risks or coverage gaps and escalate them to sales when necessary.
- Deliver a world-class customer experience in every interaction, reinforcing trust and confidence in the agency.
- Respond to direct customer and team inquiries, escalations, and issues within 60 minutes or less.
- Maintain precise records and documentation using CRM and internal agency systems.
- Consistently execute prescribed service workflows, ensuring timely follow-up and task completion.
- Monitor processes to prevent errors and maintain a seamless customer experience.
- Collaborate with the sales team to ensure smooth handoffs and minimize customer disruption.
- Actively participate in team meetings, coaching, and process improvement initiatives to drive better performance.
- Communicate proactively with teammates and leadership regarding growth opportunities and resolutions.
- Model professionalism, reliability, and positive energy in every team and customer interaction.
- Demonstrate a commitment to personal accountability, adaptability, and ongoing skill development.
- Competitive compensation structure based on experience and performance.
- Comprehensive training and ongoing coaching to support skill development and licensing where needed.
- Room and board provided for required quarterly travel to the company’s home base.
- Flexible work-from-home arrangement for most workdays.
- Support for ergonomic workspace, including recommendations for desks and walking pads if requested.
- Opportunities for career advancement within a mission-driven organization.
- Minimum of one year of relevant customer service experience, preferably within the insurance industry.
- Professional proficiency in both Spanish and English is required for effective communication with diverse clients.
- Active Property & Casualty and Life & Health licenses are preferred; willingness to obtain licenses is required if not already held (support is provided).
- No specific educational degree required; focus is on skill, drive, and ability to learn and grow.
- Commitment to maintaining a high level of accuracy, confidentiality, and operational discipline.
- Ability to work at a desk for the duration of the standard workday and participate in periodic travel as needed.
- Demonstrates a strong customer-centric mindset and emotional intelligence.
- Pursues excellence, accountability, and continuous personal and professional improvement.
- Embraces a growth mindset, is coachable, and is eager to contribute to a collaborative team environment.
- Thrives under pressure, adapts to change, and brings resilience to daily challenges.
- Excels at listening, problem-solving, and communicating with clarity and empathy.
- Aligns with the company’s mission and core values, including diversity, inclusion, and community protection.
- This position offers a unique chance to be part of an organization recognized for its commitment to protecting communities and fostering a diverse, inclusive workplace.
- Team members are encouraged to bring their authentic selves to work and are celebrated for their unique perspectives and contributions.
- Quarterly travel to the company’s home base is required and fully supported.
- The company is committed to equal opportunity employment and values diversity as a core strength. All hiring decisions are based on ability, drive, and character.
- Applicants will participate in a structured assessment process to ensure a mutual fit and intentional hiring experience.
Are you ready to deliver world-class service, build meaningful relationships, and grow your career as a Bilingual Customer Service Representative? Click the application button now to take the next step and join a thriving, mission-driven team!