Customer Service Representative - State Farm Agent Team Member

Benefits:

• Bonus based on performance
• Paid time off
• Profit sharing

Customer Service Representative

Role Description


As a Customer Service Representative with Scott Clayton - State Farm Agent, you will play an important role in creating an exceptional experience for our customers and helping our agency operate at a high level.


We are looking for more than someone who is friendly on the phone. We want a dependable, results-driven problem solver who takes ownership and follows through.


Our customers rely on us when they have questions, need changes made to their insurance, experience a claim, or simply need someone they can trust to help them figure out what comes next. Your job is to listen, understand the need, find the answer, take action, and make sure the issue reaches a resolution.


The right person for this position doesn't just identify problems—they work to solve them.


You will work closely with the rest of our agency team, communicate with customers and insurance company partners, manage multiple priorities, and proactively identify opportunities to better protect and serve our customers.


For someone who is driven, coachable, and interested in growing, this position can also provide opportunities for increased responsibility and career advancement.


What Success Looks Like


Successful team members in this role:

• Show up and can be counted on. Reliability and consistency are essential.
  
  
• Take ownership. If you tell a customer you will do something, you follow through.
  
  
• Solve problems. You don't simply identify an issue and pass it to someone else. You investigate, find available solutions, ask for help when necessary, and move the issue toward resolution.
  
  
• Work with urgency. Customers should not have to repeatedly call us to get something accomplished.
  
  
• Communicate clearly. You keep customers and teammates informed and set appropriate expectations.
  
  
• Pay attention to details. Insurance requires accuracy, documentation, and careful follow-through.
  
  
• Stay organized. You can manage multiple customer needs, deadlines, follow-ups, and priorities without allowing things to fall through the cracks.
  
  
• Accept coaching. You are willing to learn, receive feedback, and continuously improve.
  
  
• Produce results. You understand that great customer service is measured not only by being friendly, but also by getting things done.
  
  
• Look for opportunities. You proactively identify ways we can better serve, retain, and protect our customers.
  
  

Responsibilities

• Answer customer questions and help customers understand their policies, billing, coverage, and available options.
  
  
• Assist customers with policy changes, updates, documentation, and service requests.
  
  
• Help customers navigate the claims process and follow up when appropriate.
  
  
• Own customer service issues from initial contact through resolution whenever possible.
  
  
• Research unfamiliar questions and use available resources to find answers.
  
  
• Proactively follow up on outstanding customer requests and commitments.
  
  
• Maintain accurate and thorough documentation of customer interactions and completed work.
  
  
• Communicate with insurance company partners and other agency team members to resolve customer needs.
  
  
• Identify opportunities to improve customer retention and strengthen customer relationships.
  
  
• Identify potential coverage gaps and opportunities for customers to meet with a licensed team member regarding additional insurance needs.
  
  
• Meet established service, activity, quality, and performance expectations.
  
  
• Contribute to a positive, accountable, team-oriented office environment.
  
  

Qualifications

• Exceptional reliability, punctuality, and follow-through.
  
  
• Strong sense of personal responsibility and ownership.
  
  
• Demonstrated problem-solving ability and resourcefulness.
  
  
• Results-oriented mindset with a desire to complete tasks and achieve measurable goals.
  
  
• Strong verbal and written communication skills.
  
  
• Ability to remain professional and solution-focused when working with frustrated or upset customers.
  
  
• Strong organizational skills and attention to detail.
  
  
• Ability to prioritize and manage multiple responsibilities.
  
  
• Comfortable learning new systems, processes, and insurance concepts.
  
  
• Coachable and receptive to feedback.
  
  
• Willingness to help teammates and contribute beyond a narrow job description when needed.
  
  
• Previous customer service experience is preferred but not required.
  
  
• Insurance experience is helpful but not required for the right candidate.