Customer Care Manager - State Farm Agent Team Member

Job Description

Job Description

Benefits:

• Opportunity for advancement
• Paid time off
• Signing bonus
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary

You May Be a Great Fit as a Customer Care Manager at Housh State Farm Agency if: 

• You’re the person people call first when life goes sideways - calm, steady, and ready to help.
• You genuinely care about your community and are dedicated to providing excellent service that makes a positive impact on the people around you.
• You’re a natural relationship-builder who earns trust quickly and keeps it.
• You listen first, then guide , making customers feel understood while confidently recommending solutions.
• You’re compassionate under pressure and can guide someone through their worst day with clarity and empathy.

ROLE DESCRIPTION:
As a Customer Care Manager with Housh State Farm Agency, you’ll lead the way in creating exceptional customer experiences that drive retention, service quality, and overall team success. Your coaching mindset, strong communication skills, and commitment to consistent service standards will help our team resolve issues quickly, learn continuously, and support our customers with confidence—especially when a situation is more complex than typical policy communication.

We offer a fun and safe working environment, competitive salary, commissions, bonuses, and benefits. My goal is to provide a clear career path for team members that supports professional development and helps you achieve your personal goals and dreams. All necessary tools and training will be provided to set you up for success.

We look forward to connecting with customer-focused, empathetic candidates who are excited to lead from the front—coaching the team, improving processes, and stepping in when high-impact service issues arise. There are internal growth opportunities for driven and customer-service-minded individuals who want to build long-term impact.

About Me:
I’m Kristopher Housh , proud owner and Agent of Housh State Farm in NE Portland’s Hollywood District. Since joining State Farm Insurance in 2013, I’ve been motivated by my passion for helping people. I’m fortunate to have my family close by here in Portland. I’m a proud husband, son, brother, and dog dad. Together, we enjoy exploring the outdoors and all that the Pacific Northwest has to offer.

Our office culture values family, integrity, and a strong connection to the Pacific Northwest lifestyle. We are committed to fostering a supportive environment where every team member can grow professionally while maintaining a healthy work-life balance.

Mission Statement:
Our mission is to prepare people for their biggest triumphs and protect them during their most challenging moments so they can live life with confidence.

Responsibilities:

• Team Leadership & Development: Coach and support team members through one-on-one feedback and ongoing training efforts. Help strengthen customer care skills through development plans and effective training materials.
• Recruitment & Staffing Support: Assist with initial phone interviews and help identify strong candidates for customer care and sales support roles. Support onboarding and help new hires get integrated successfully.
• Customer Issue Resolution (Escalations): Serve as the escalation point for critical service situations that require managerial intervention. Work behind the scenes with agency leadership to handle sensitive customer and employee concerns with consistent standards and messaging.
• Process Improvement & Workflow Management: Partner with agency leadership to review workload distribution and recommend phased improvements that increase operational efficiency. Maintain and update training checklists, SOPs, and customer care documentation.
• Social Media & Communication: Manage or contribute to the agency’s social media presence to promote positive customer engagement and brand awareness.
• Scheduling & Reviews Support: Coordinate performance reviews and coaching sessions, and support follow-up development initiatives based on outcomes.

Qualifications:

• Excellent communication and organizational skills.
• Strong attention to detail with the ability to manage multiple priorities.
• Prior experience in customer service, office management, or administrative support preferred.
• Must be able to obtain applicable state insurance licenses.