Customer Service Specialist (Remote)

Company Description American Family Insurance - Brittney Schiefelbein Agency LLC is a local agency representing American Family Insurance, serving customers from its office in Pierre, South Dakota. The agency focuses on providing personalized insurance solutions to individuals, families, and small businesses. Team members work closely with clients to help protect what matters most through dependable coverage and responsive support. The agency values strong customer relationships, clear communication, and service that reflects the needs of the community.

Role Description The Customer Service Specialist (Remote) is a full-time role responsible for supporting policyholders with day-to-day inquiries and service needs. This includes answering phone calls and electronic communications, providing information on policies, processing changes, and resolving routine issues in a timely and accurate manner. The specialist will assist with billing questions, coverage explanations, and documentation updates while maintaining detailed records in agency systems. The role involves collaborating with the agency team to ensure a positive customer experience, following established procedures, and meeting service standards. The position is fully remote, requiring reliable connectivity and a professional, customer-focused approach in all interactions.

Qualifications

• Strong Customer Support and Customer Service skills, with the ability to handle inquiries and issues professionally.
• Experience focused on Customer Satisfaction and Customer Experience, ensuring interactions are helpful and solution-oriented.
• Effective Phone Etiquette and clear communication skills for engaging with customers in a respectful and efficient manner.
• Comfort working in a remote environment, with reliable internet access and the ability to manage time and tasks independently.
• Basic knowledge of insurance or financial services is helpful; willingness to learn agency products and processes.
• Proficiency with common office software and customer management systems; strong attention to detail and accuracy in documentation.
• High school diploma or equivalent required; additional education or relevant certifications in customer service or insurance are a plus.