Director of Customer Service - State Farm Agent Team Member

Job Description

Job Description

Benefits:

• Opportunity for advancement
• Paid time off
• Training & development
• Bonus based on performance

Vivian M. Suarez State Farm Agency is seeking a senior-level, licensed insurance service professional to lead and manage all customer service operations within our established West Palm Beach office.

This is an in-office leadership role for someone who can independently handle complex policy servicing while mentoring and elevating the service team. The Director of Customer Service will own retention strategy, oversee service workflows, and ensure a polished, professional client experience across all carriers.

Key Responsibilities
• Lead and manage daily service operations
• Mentor and develop service team members to ensure consistency and professionalism
• Own retention strategy and proactively prevent policy cancellations
• Independently manage complex servicing including endorsements, rewrites, cancellations, reinstatements, billing corrections, and underwriting communication
• Handle Citizens policies including Clearinghouse submissions and underwriting follow-ups
• Communicate directly with underwriting and carrier partners to resolve escalated issues
• Identify cross-sell opportunities during service interactions
• Maintain accurate documentation within State Farm systems
• Ensure service workflows operate efficiently and professionally

Qualifications
• Active Florida 4-40 or 2-20 license REQUIRED
• Minimum 3–5 years Florida insurance agency service experience
• State Farm agency experience strongly preferred
• Experience servicing Citizens policies preferred
• Bilingual Spanish preferred but not required
• Professional presence with strong communication skills
• Ability to manage service workload independently
• Willingness to obtain 2-20 and/or 214/215 within 6–12 months if not currently held