FAST Rep 1 (Primarily Home)
 American Family Insurance Agency Staff | |
paid time off, paid holidays, 401(k)
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 United States, Wisconsin, Madison | |
| 6000 American Parkway (Show on map) | |
 Sep 19, 2025 | |
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As a FAST Rep I you will gather customer information, diagnose inquiry, educate the customer where applicable, and documents interactions. You will also provide quality service in multiple areas. You will troubleshoot customer questions over the phone and via electronic submissions (email, eforms, etc).
In this primarily home-based role, you will spend 80% of your time (4+ days per week) working from home, proximate to one of our office locations (within approximately 35-50 miles). Madison, WI 53783; Boston, MA 02110; St. Joseph, MO 64507; Phoenix, AZ 85034, Denver, CO 80014, Eden Prairie, MN 55344 On occasion you may be asked to travel to an office location for in person engagement activities such as team meetings, trainings, and culture events. We encourage candidates to submit their applications promptly, as the posting will be removed after one week or once a substantial number of applications have been received. Position Compensation Range: $25.00 - $31.25Pay Rate Type: HourlyCompensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates. Primary Accountabilities*You will gather customer information thoroughly, diagnoses inquiry, and educates the customer where applicable. *Documents interactions through incident management tool. *Provide quality service in different areas including: sales and service, social media, mobility, and marketing tools. *Troubleshoots customer questions over the phone and by electronic submissions (email, e-forms, etc.). *Utilizes knowledge database to resolve inquiries. *Recognizes and escalates issues to internal partners and reports potential issues to management. *Evaluates and identifies opportunities to guide process and system improvements that positively influence the customer's experience. *Reviews existing knowledge articles to identify abnormalities and recommend improvements when practical. Specialized Knowledge & Skills Requirements*Demonstrated experience providing customer-driven solutions, support or service *Demonstrated experience in providing customer service. *Demonstrated experience in troubleshooting and resolving technology incidents. *Demonstrated experience mentoring and coaching users on technology systems. *Demonstrated experience using computer applications. *Demonstrated experience using effective verbal and written communication skills *Demonstrated experience working in a collaborative team environment. Licenses *Not Applicable. Travel Requirements*Up to 10%. Physical Requirements*Work that primarily involves sitting/standing. Working Conditions*Not Applicable. Additional Information
We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply! We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits. We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. #LI-HS2 | |