Receptionist - State Farm Agent Team Member

Job Description

Job Description

Benefits:

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

ROLE DESCRIPTION

We are a growing, high-performing State Farm agency looking for a confident, proactive, and solutions-oriented Customer Service Account Manager who takes pride in solving problems, building relationships, and delivering exceptional customer 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 an important role in strengthening customer relationships, protecting agency retention, and identifying opportunities to better serve our policyholders.

WHAT YOU'LL DO

• Own the customer experience: Build strong relationships, anticipate customer needs, and provide exceptional service with consistent follow-through.

• Resolve complex issues: Independently investigate and resolve customer concerns involving billing, premium increases, coverage questions, and policy changes.

• Lead retention efforts: Confidently handle cancellation requests, uncover concerns, and present solutions to preserve valuable customer relationships.

• Manage 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 additional products that meet customer needs.

• Manage accounts effectively: Maintain accurate records, prioritize responsibilities, and follow through on customer commitments.

• Improve operations: Identify recurring problems and take initiative to improve agency 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: Comfortable leading conversations and handling demanding situations professionally.

• Proactive and independent: Takes initiative without constant direction or supervision.

• Resourceful: Thinks critically and finds practical solutions to complex problems.

• Accountable: Follows through on commitments and takes responsibility for results.

• Customer-focused and business-minded: Cares about customers while understanding the importance of retention and agency growth.

• Composed under pressure: Maintains professionalism during challenging interactions.

• Organized and adaptable: Manages priorities, pays attention to detail, and learns new systems quickly.

QUALIFICATIONS

• Customer service, account management, insurance, or financial services experience preferred.

• Strong communication, problem-solving, and interpersonal skills.

• Ability to independently manage challenging customer situations.

• Comfortable discussing billing concerns, 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 handle their concerns because you're knowledgeable, confident, and dependable. Problems get resolved, customer relationships are strengthened, and retention opportunities receive the attention they deserve.

You're someone the agency can count on to take ownership, make sound decisions, and contribute to our continued success.

WHY JOIN OUR AGENCY?

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

We offer a supportive, team-oriented environment with opportunities to develop your skills, take on responsibility, and grow professionally.

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