Bilingual Customer Service Representative
Location: San Diego, 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) role is an essential position for those who are fluent in both Spanish and English and are passionate about delivering exceptional service in a fast-paced environment. As a Bilingual Customer Service Representative, you will play a pivotal part in maintaining and enhancing customer relationships, ensuring that every interaction reinforces trust, satisfaction, and loyalty. Working as a full-time member of our dynamic team, you will be responsible for executing high-touch service, managing policy servicing, and supporting agency growth through proactive and accurate support. The Bilingual Customer Service Representative position requires at least one year of relevant industry experience, preferably within the insurance sector, and an active interest in continuous personal and professional development.
Our agency's mission is to deliver peace of mind and protect our customers' communities. By joining our team as a Bilingual Customer Service Representative, you will be part of an organization that values diversity, accountability, and intentional excellence. Our team is committed to ongoing learning and process improvement, ensuring that both customers and employees feel valued and empowered. As a CSR, your daily activities will be centered on providing world-class support to clients, ensuring policy accuracy, resolving inquiries, and contributing to the overall goals of the agency. The collaborative nature of this role means you will regularly engage with sales teams, leadership, and fellow service professionals to identify opportunities for agency growth and customer retention.
Our agency operates under a set of core values that guide every decision and interaction: enthusiasm, discipline, extreme ownership, intentional excellence, alignment with our mission, and a growth mindset. As a Bilingual Customer Service Representative, you will be expected to uphold these values in your day-to-day responsibilities, taking ownership of your work and striving to exceed both customer and organizational expectations. The position includes handling a high volume of inbound calls, maintaining precise records, and adhering to established service workflows. You will also be responsible for identifying retention risks, escalating coverage gaps, and cross-selling products as appropriate.
Your success as a Bilingual Customer Service Representative will be measured by your ability to meet service activity targets, maintain operational discipline, and contribute positively to the team culture. The position provides an excellent opportunity for growth and development, supported by regular coaching and ongoing training. You will be equipped with the tools and resources necessary to perform at your best, including ergonomic workstations and guidance on best practices for remote work. Occasional travel may be required for team integration and training, with all associated expenses covered by the agency.
We take pride in fostering a diverse and inclusive workplace where every team member's perspective is valued and celebrated. As an equal opportunity employer, our hiring decisions are based solely on ability, drive, and character. We actively encourage applications from individuals of all backgrounds who are eager to make a meaningful impact in a service-focused environment. If you are ready to step into a rewarding role as a Bilingual Customer Service Representative and contribute to a company that truly values its team, we invite you to apply now by clicking the application button.
Bilingual Customer Service Representative - Summary- Provide high-quality customer service in both Spanish and English in a full-time capacity.
- Support agency growth by managing customer accounts and delivering consistent, world-class experiences.
- Uphold agency values and contribute to a collaborative, inclusive work environment.
- Answer 50+ inbound customer calls daily, providing timely and accurate policy information.
- Maintain a minimum of 2 hours of daily talk time to ensure customer needs are met.
- Cross-sell at least 2 products per day by identifying customer needs and referring to the sales team.
- Ensure 100% accuracy in policy servicing, billing, endorsements, and claims support.
- Proactively identify retention risks or coverage gaps and escalate as needed.
- Resolve customer and team inquiries within 60 minutes to maintain operational excellence.
- Document all interactions and maintain precise records in CRM and internal systems.
- Partner with sales to ensure smooth handoffs and minimize customer disruption.
- Participate in coaching, process improvement, and team meetings as part of continuous development.
- Model reliability, accountability, and professionalism in all interactions.
- Competitive compensation package (details provided during the interview process).
- Comprehensive training and development to support skill advancement.
- Opportunities for internal growth and advancement within the agency.
- Support for obtaining required insurance licenses if not already held.
- Travel expenses covered for periodic team meetings at the company's main office.
- Fluency in both Spanish and English (verbal and written) is required.
- At least one year of relevant customer service or insurance industry experience, preferably with State Farm or similar agencies.
- Active Property & Casualty and Life & Health insurance licenses are preferred; unlicensed applicants may be considered with a commitment to obtain required certifications.
- Strong communication, problem-solving, and organizational skills.
- Ability to manage multiple tasks and prioritize effectively in a remote work environment.
- Commitment to upholding agency values and contributing to a positive team culture.
- Demonstrates a customer-centric mindset and high emotional intelligence.
- Excels in fast-paced, high-volume call center environments.
- Values diversity, inclusion, and continuous learning.
- Shows resilience, adaptability, and strong follow-through.
- Is motivated by personal growth, team success, and delivering exceptional service.
- Remote work with periodic travel required for company events and training.
- Desk-based position with recommendations for ergonomic workspaces as needed.
- Commitment to diversity and equal opportunity employment practices.
- Applicants will be asked to complete a brief assessment as part of the hiring process to ensure alignment with the agency's values and mission.
If you are ready to make a difference as a Bilingual Customer Service Representative, take the next step in your career and apply today by clicking the application button.