Customer Care Manager - State Farm Agent Team Member

Customer Care Manager

Jon Fernandez - State Farm Agent is seeking an experienced insurance professional to join our team as a Customer Care Manager. In this role, you will lead our customer service team, oversee daily service operations, and help strengthen customer relationships through responsive service, effective problem-solving, and consistent follow-through. The ideal candidate enjoys coaching others, improving processes, and supporting customer retention and agency growth. If you bring insurance experience, strong leadership skills, and a commitment to exceptional customer care, we would love to connect with you.

Full-time, in-person position in Milwaukee County, Wisconsin.

Monday - Friday, 8:00 AM - 5:00 PM.

One additional weekend shift per month; hours communicated by management.

Lead, train, and coach the customer service team, establishing clear expectations and accountability.

Manage daily workflows, team coverage, and service priorities to ensure timely, accurate customer support.

Oversee policy changes, billing inquiries, payment processing, claims assistance, and customer follow-up.

Resolve escalated customer concerns with professionalism and care.

Monitor pending tasks and maintain accurate customer records and documentation.

Conduct team meetings, performance reviews, and individual coaching sessions.

Identify opportunities to improve service processes, customer satisfaction, and retention.

Coach team members to identify coverage needs, cross-selling opportunities, referrals, and Insurance and Financial Reviews.

Collaborate with the sales team to support customer needs and agency growth.

Track service quality, response times, task completion, retention, and team productivity, providing updates and recommendations to agency leadership.

Ensure team practices follow applicable insurance regulations and agency procedures.

At least three years of relevant insurance industry experience required.

State Farm agency experience strongly preferred.

Active Wisconsin Property & Casualty insurance license, including applicable Fire and Personal Lines authority.

Previous supervisory or team leadership experience preferred.

Strong understanding of insurance customer service, billing, policy administration, and retention.

Excellent communication, coaching, and conflict-resolution skills.

Strong organizational skills with the ability to manage multiple priorities.

Comfortable using CRM systems, Microsoft Office, and agency technology.

Ability to work independently, make decisions, and hold team members accountable.

Base salary plus performance-based bonuses and sales commissions.

Professional development and career growth opportunities.

Supportive, team-oriented work environment.

Compensation: $55,000.00 - $80,000.00 per year

This busy insurance and financial services office has a passion to make a difference in the lives of others and better the community. We are an established, growth-oriented agency with a team of highly motivated individuals. Our team works hard to reach our goals together as a team and have fun while we are doing it! We want to work alongside those who are equally committed to excellence and personal achievement. Our team is comprised of results-oriented individuals that are serious about their development. If you're willing to work hard and you expect to get results from yourself and those around you, we want to meet you and talk about the opportunity we have for you. If you are self-motivated, possess an entrepreneurial spirit and have a desire to win and achieve results, please consider joining our team.

About Our Agency

Our mission is to help people manage the risks of everyday life, recover from the unexpected and realize their dreams.

Our office is located in Greenfield, WI.

Additional languages spoken: Spanish

State Farm agents are independent contractors who hire their own employees. State Farm agents' employees are not employees of State Farm. Agents are responsible for and make all employment decisions regarding their employees.