Customer Service Representative - State Farm Agent Team Member

Benefits:

• Paid time off
• 401(k) matching
• Bonus based on performance

Customer Service Representative –
State Farm Insurance Agency

ROLE DESCRIPTION

We are a growing, high-performing State Farm agency seeking a confident, proactive, and solutions-oriented Customer Service Account Manager who takes pride in solving problems, building relationships, and delivering exceptional service.

This role goes beyond answering phones and processing requests. We need someone who takes initiative, thinks independently, and confidently handles challenging situations from start to finish.

You'll play a key role in strengthening customer relationships, improving retention, and identifying opportunities to better serve our policyholders.

WHAT YOU'LL DO

• Own the customer experience: Build relationships, anticipate needs, and deliver exceptional service with consistent follow-through.
• Solve complex problems: Independently investigate and resolve billing concerns, premium increases, coverage questions, and policy issues.
• Protect customer retention: Confidently handle cancellation requests, uncover concerns, and present solutions to preserve customer relationships.
• Lead difficult conversations: Communicate with empathy, professionalism, and assertiveness while setting clear expectations and boundaries.
• Take ownership: Exercise sound judgment, make decisions within your authority, and resolve issues without unnecessary escalation.
• Identify growth opportunities: Conduct policy reviews, recognize coverage gaps, and recommend relevant insurance products.
• Manage accounts effectively: Maintain accurate records, prioritize tasks, and follow through on commitments.
• Improve operations: Recognize recurring issues and proactively recommend better processes.

WHAT WE'RE LOOKING FOR

The ideal candidate naturally takes ownership, enjoys solving problems, and doesn't shy away from difficult conversations.

• Confident and assertive: Leads conversations and handles demanding situations professionally.
• Proactive and independent: Takes initiative without constant supervision.
• Resourceful: Thinks critically and finds practical solutions.
• Accountable: Takes responsibility for outcomes and follows through.
• Customer-focused and business-minded: Values customer relationships while understanding the importance of retention and growth.
• Composed under pressure: Remains calm and professional in challenging situations.
• Organized and adaptable: Manages priorities, pays attention to detail, and learns quickly.

QUALIFICATIONS

• Customer service, account management, insurance, or financial services experience preferred.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to independently resolve challenging customer situations.
• Comfortable discussing billing, pricing changes, and coverage options.
• Willingness to engage in retention and needs-based product conversations.
• Insurance licensing required or willingness to obtain licensing.

Previous State Farm experience is a plus, but confidence, initiative, accountability, and sound judgment matter most.

WHAT SUCCESS LOOKS LIKE

Customers trust you to resolve their concerns because you're knowledgeable, confident, and dependable. Problems get solved, relationships are strengthened, and retention opportunities are handled proactively.

You're someone the agency can depend on to take ownership, make sound decisions, and deliver results.

WHY JOIN OUR AGENCY?

We're building a professional, high-performing team where initiative is valued, accountability matters, and employees are empowered to make an impact.

We offer a supportive, team-oriented environment with opportunities for professional development, increased responsibility, and career growth.

If you're a confident communicator, natural problem-solver, and someone who takes pride in getting things done, we'd like to meet you!

Position: Full-Time
Industry: Insurance & Financial Services
Insurance Experience: Preferred but not required