Account Lead - State Farm Agent Team Member

Job Description

Job Description

ROLE DESCRIPTION:

As a {{ job.name }} with {{ account.name }}, you will generate the kind of exceptional client experiences that reinforce the growth of a successful insurance agency. Your attention to detail, customer service skills, and desire to help people make you an ideal fit. You will enhance your career while resolving customer inquiries, coordinating with other agency team members, and anticipating the needs of the community members you support. 

You will play a pivotal role in creating exceptional client experiences that fuel the growth of our insurance agency. Your meticulous attention to detail, strong customer service skills, and genuine desire to help others make you an invaluable asset to our team. In this role, you will not only resolve customer inquiries and support agency team members, but you will also oversee critical service-related processes, ensuring that all office operations align with our high standards and compliance requirements.

We are excited to connect with you if you are the empathetic, customer-focused team member we seek. We offer internal growth opportunities for driven and sales-minded individuals ready to advance their careers.

MAIN RESPONSIBILITIES:

- Oversee the customer service team and manage daily operations, ensuring compliance with State Farm policies.
- Develop and implement customer service policies, procedures, and training programs.
- Handle escalated customer complaints and issues with professionalism and efficiency.
- Oversee service-related processes, ensuring they are performed correctly according to office procedures.
- Ensure office team members are compliant with State Farm guidelines and best practices.
- Perform and train on customer retention strategies, including cross-selling inbound leads and existing customers.
- Onboard new customers and conduct policy reviews, ensuring the delivery of State Farm’s simple conversation approach with excellent customer service.
-Reduce cancellations and non-payments by saving business
- Invite customers to the office for simple conversation appointments, enhancing customer relationships.
- Support claims and customer inquiries, providing oversight when the agent is not in the office.
- Navigate complex matters assigned by the agent with organization and precision.
- Greet customers and answer phones 

QUALIFICATIONS:

- 4+ years of experience in customer service, 
- 2+ years in a supervisor role a plus
- Strong leadership, organizational, and problem-solving skills.
- Excellent communication and interpersonal abilities.- 
- Detail-oriented, able to multitask, and highly organized.
- Experience with customer retention, cross-selling, and compliance within an insurance agency is preferred
- Bilingual Spanish a Plus 
- Comprehensive knowledge of insurance
- Must be reliable and able to commute to office location