Customer Service Representative - State Farm Agent Team Member

Job Description

Job Description

Benefits:

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

ROLE DESCRIPTION:
Be a part of a new and thriving team that grows together, personally and professionally. Enjoy a long-term rewarding career experience by helping to protect members of the community from everyday risks and make a lasting impact on their lives. This is a role that offers plenty of growth opportunities, stability , and career advancement.

Our office and this full-time Customer Service role is conveniently located in Irving - Las Colinas. As a service representative, you will be responsible for reviewing policies & accounts, explaining rate increases & decreases, retaining business, answering inbound calls/texts/emails, calling out to customers with important updates, updating policies, scheduling appointments, educating customers, identifying & uncovering additional needs. You will also collaborate with other office team members to role play, build new skills and develop abilities that will last a lifetime.

QUALIFICATIONS & EXPECTATIONS:

• Must be located in Texas, eligible for employment in the U.S. and able to commute to work in office daily Monday to Friday.
• Warm, sincere & outgoing personality. A people person.
• Must obtain a Texas Producers Insurance License prior to starting. Exam materials & license fee is reimbursable. General Lines Producer's Licenses Include:
  1. Property & Casualty License and
  2. Life & Health License (completed within 90 days of employment start date)
• Must be willing to terminate other active insurance carrier appointments.
• Ability to prioritize service tasks while managing the flow of inbound service calls, texts & emails.
• Responsive communicator with a sense of urgency.
• Goal-oriented and self-motivated .
• Ability to calmly serve customers who might be upset or confused, and do so with a positive tone and attitude.
• Comfortable talking to customers about uncomfortable risks such as premature death or unexpected disabilities, and recommending solutions to reduce those risks.
• Willing, able & eager to answer at least 30 to 50 inbound phone calls per day. Make 20 to 40 outbound phone calls per day to customers or prospects.
• Undeterred by rejection or failure - a growth mindset .
• Ability to demonstrate sincerity and a genuine interest in helping others protect themselves from everyday risks.
• Basic knowledge of insurance and insurance products - a willingness to learn more about the industry & State Farm product offerings.
• Coachable - a desire to learn & follow proven methods.
• Ability to navigate a Customer Relationship Management software (e.g. Salesforce) and coordinate office tasks, activities and appointments via Microsoft Outlook.

DAY-TO-DAY RESPONSIBILITIES:

• Be the voice of the office and first or second person to answer inbound calls from customers.
• Respond to customer emails & text messages within 12 to 36 hours.
• Complete office service tasks & activities and actively retain customers.
• Ability to think critically to complete policy updates while considering multiple stakeholders.
• Execute customer service processes and procedures.
• Conduct new customer onboarding appointments in person or virtually.