Customer Care Manager - State Farm Agent Team Member

Job Description

Job Description

Benefits:

• Free uniforms
• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance

You May Be a Great Fit as a Customer Care Manager at Jesse Torres - State Farm Agent 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 want to make a positive impact on the people around you.
• You’re a natural relationship-builder who earns confidence quickly and keeps it.
• You listen first, then guide , making customers feel understood while confidently providing options.
• You’re compassionate under pressure and can guide someone through difficult situations with clarity and empathy.
• You take ownership and are comfortable managing customer needs independently while knowing when something should be escalated.
• You enjoy servicing and retaining customers and take pride in making sure people are properly taken care of after the policy is written.

Location Address: 29 SE Dorian Ave Pendleton, OR 97801 

At Jesse Torres - State Farm Agent, we’re here to help people protect what matters most. We take pride in serving our community with integrity, care, and real support. Whether we’re helping someone navigate a claim or personalize a plan, we believe in doing meaningful work that makes a difference. If you're looking to grow your career, help others, and be part of a team that strives to do good every day, you’ll fit right in with us .

We are seeking an experienced, licensed Customer Care Manager to help oversee day-to-day customer service operations and provide a consistent, professional experience for our customers.

This is a service-focused position for someone who is comfortable helping manage and servicing an existing book of business , managing day-to-day customer needs, solving problems, and helping retain long-term customer relationships. While recognizing customer needs and identifying appropriate opportunities is part of providing excellent service, this position is primarily focused on customer care, policy servicing, retention, day-to-day office operations rather than traditional new-business production.

Responsibilities

• Serve as a primary day-to-day licensed customer service resource for the office.
• Manage incoming customer inquiries, walk-in traffic, and ongoing service needs while providing a high level of customer care.
• Build and maintain strong relationships with existing customers with an emphasis on customer satisfaction and retention.
• Assist customers with policy changes, account updates, billing questions, coverage questions, and policy reviews.
• Coordinate and follow up on underwriting requests, required documentation, eligibility questions, and other policy-related items, working with the appropriate agency or company resources to help bring outstanding items to resolution. 
• Process and coordinate routine policy service requests, including added or replacement vehicles, drivers, lienholders or mortgagees, address changes, coverage updates, and other account maintenance.
• Assist existing customers with Auto, Home, Renters, and other Property & Casualty insurance needs within licensing and agency guidelines.
• Help customers understand available coverage options and policy changes and appropriately document customer decisions.
• Assist customers with billing concerns and help resolve routine service issues, escalating more complex matters when appropriate.
• Help customers navigate claims-related questions and connect them with the appropriate claims resources when needed.
• Monitor open customer service items and follow through to help ensure requests are completed accurately and timely.
• Maintain accurate customer notes, documentation, and follow-up activities in agency systems.
• Coordinate with the agent, agency team members, and remote support resources to maintain efficient workflows and prevent customer requests from falling through the cracks.
• Support and help coordinate front-office activities and work collaboratively with administrative or receptionist support.
• Recognize additional customer needs and appropriately discuss or refer insurance opportunities when they arise through normal customer-service conversations.
• Help protect and retain the existing book of business by proactively addressing customer concerns and delivering a consistent customer experience.
• Track service activity, unresolved issues, and customer concerns and communicate important trends or escalations to the agent.
• Take ownership of day-to-day office service operations while knowing when an issue requires additional agency or agent involvement.
• Able to work independently and confidently manage day-to-day office service needs without requiring constant agent supervision. 
• Help coordinate day-to-day front-office workflow and work closely with receptionist/administrative support to ensure calls, walk-ins, payments, customer requests, and follow-up items are appropriately handled or routed. 

Qualifications

• Active Property & Casualty insurance license required.
• Previous insurance agency, personal lines, account management, or licensed customer-service experience strongly preferred.
• State Farm agency experience is a plus but not required.
• Strong working knowledge of Auto, Home, Renters, and other personal-lines insurance preferred.
• Demonstrated ability to service an existing book of customers and independently manage day-to-day customer needs.
• Excellent communication, listening, and relationship-building skills.
• Strong customer-service and problem-solving abilities, including the ability to remain calm and professional when assisting frustrated or concerned customers.
• Comfortable discussing policy coverage, billing, account changes, and other insurance matters within licensing and agency guidelines.
• Strong attention to detail and documentation habits.
• Organized and able to prioritize multiple customer requests, follow-ups, phone calls, and walk-in needs.
• Comfortable using agency management systems, CRM systems, Microsoft Office, and other technology.
• Able to work effectively with both in-office and remote team members.
• Strong judgment regarding when to independently resolve an issue and when to escalate it.
• Dependable, professional, accountable, and comfortable independently managing day-to-day customer service responsibilities. 
• A service and retention mindset is essential. This role is best suited for someone who enjoys taking care of an existing book of customers rather than working primarily in a high-volume new-business sales role.

WHAT SUCCESS LOOKS LIKE

The successful Customer Care Manager becomes a dependable local resource customers know and trust. Customer requests are handled accurately and promptly, follow-up items do not get lost, problems are addressed before they become retention issues, and the office provides a consistent level of service without requiring constant day-to-day involvement from the agent.

READY FOR YOUR NEXT STEP IN INSURANCE?

We are looking for an experienced, licensed insurance professional who enjoys taking care of customers, solving problems, and building long-term relationships.

This is an opportunity for someone who wants to use their insurance knowledge in a service-focused role where customer care, retention, problem-solving, and strong day-to-day office operations are the priority.

You’ll be supported by an established agency team and additional service resources while having the opportunity to become a trusted local resource for our customers.

If you enjoy insurance but are looking for a role focused more on servicing and retaining customers than traditional high-volume new-business production , we would like to hear from you.