Customer Care Representative

Make a Difference Every Time the Phone Rings

Do you genuinely enjoy helping people? Are you the person who likes solving problems, building relationships, and making someone's day a little easier?

You might be exactly who we're looking for.

At Clint Wilson State Farm, customer care is about much more than answering phones and processing policy changes. We serve thousands of households across two growing Indiana locations, and every interaction is an opportunity to take great care of someone, strengthen a relationship, and make sure a customer and their family are properly protected.

We're looking for a Customer Care Representative who is warm, dependable, curious, and confident. Someone who will take ownership of a customer's problem—and who is willing to ask a few extra questions when there may be another way we can help.

You don't need to know everything about insurance on Day 1.

We'll teach you insurance.We'll teach you how to ask great questions and uncover customer needs.We'll teach you how to confidently recommend solutions.We'll teach you how to build lasting relationships.

What we can't teach is integrity, work ethic, a positive attitude, genuine care for people, and the desire to get better.

Bring those qualities, and we'll provide the coaching, training, tools, and opportunities to build a successful career.

What You'll Do

As a Customer Care Representative, you'll be one of the primary relationships between our agency and the customers we serve.

You'll:

• Answer incoming calls and provide exceptional service to existing customers
• Assist with policy changes, billing questions, payments, coverage questions, and other account needs
• Take ownership of customer concerns and follow through until they're resolved
• Create a warm, positive experience whether you're helping someone by phone, text, email, or in person
• Review customer accounts and identify potential gaps in protection
• Ask thoughtful questions about changes in customers' lives, families, homes, vehicles, assets, and financial needs
• Educate customers about appropriate insurance products and coverage options
• Recognize opportunities where we may be able to help a customer in additional ways
• Pivot conversations to additional needs and connect customers with the appropriate team member when a more in-depth conversation is needed
• Quote and close additional insurance business when appropriate
• Follow up with customers on recommendations and outstanding opportunities
• Help retain customers by listening to concerns and finding solutions
• Accurately document customer conversations and follow-up activity
• Work collaboratively with team members across our Muncie and Fishers offices

Customer Care Comes First — With Sales & Pivoting Expectations

This isn't a high-pressure sales position, and you won't spend your day making cold sales calls.

But we do believe great customer care sometimes means recognizing a need the customer didn't know to ask about.

Maybe a customer bought a new home and hasn't considered how their family would make the mortgage payment if something happened to them. Maybe their assets have grown and it's time to discuss an umbrella policy. Maybe a life change means their existing protection deserves another look.

We want our Customer Care team to be curious enough to notice those opportunities, confident enough to start the conversation, and knowledgeable enough to recommend a solution or connect the customer with someone who can.

There are sales and pivoting expectations with this position, and you'll have the opportunity to earn additional income through commissions and bonuses when those conversations lead to business.

We don't believe in pushing products people don't need. We believe in listening, asking good questions, educating customers, and giving them the opportunity to make an informed decision.

Connection before transaction.

Our Standards

How we accomplish our goals matters just as much as the results themselves. Our team operates around five standards:

Positive Team Culture

Everything starts here. We want people who support their teammates, bring positive energy to work, and contribute to an environment where people enjoy working together.

Trusted to Put Customer Needs First

Our customers need to know our recommendations are based on what's right for them. We earn that trust through our actions every day.

Confident Belief in the Role Our Products Play in the Lives of Our Customers

Insurance matters. We believe the conversations we have and the products we offer can make an enormous difference for a family when they need them most.

Enthusiastically, Unreasonably Hospitable

We don't want to simply complete a transaction. We look for opportunities to exceed expectations, solve problems, and create experiences customers remember.

Growth Mindset

We expect to be better tomorrow than we are today. That means being coachable, curious, accountable, willing to try new things, and willing to learn from mistakes.

Who We're Looking For

You may be a great fit if you:

• Genuinely enjoy talking with and helping people
• Bring a positive attitude and good energy to a team
• Are a natural problem solver
• Take ownership rather than waiting for someone else to handle something
• Follow through on commitments
• Are comfortable asking questions and having meaningful conversations
• Can look beyond the immediate task and recognize additional customer needs
• Are comfortable pivoting a service conversation when you recognize another way we may be able to help
• Are willing to make recommendations when you believe they'll benefit a customer
• Communicate professionally, confidently, and with empathy
• Are organized and comfortable learning multiple systems
• Enjoy being part of a team
• Respond well to coaching, goals, feedback, and accountability
• Want to continually learn and improve

Previous insurance, customer service, or sales experience is helpful, but we're also interested in people with the right attitude, communication skills, work ethic, and ability to learn.

Licensing

Both Property & Casualty and Life & Health insurance licenses are required for this position.

Already licensed? Great.

Not licensed yet? Don't let that stop you from applying.We're willing to invest in the right person. Our agency will help pay for approved licensing classes and provide support as you work toward obtaining the required licenses.

Continued employment is contingent upon successfully obtaining and maintaining the required licenses.

Compensation & Schedule

• $17–$22 per hour starting pay, depending on experience
• Sales commissions in addition to hourly compensation
• Regular bonus and incentive opportunities
• Anticipated total annual income of $50,000+ for someone successfully meeting the expectations of the position
• Full-time, Monday through Friday
• 8:45 a.m.–5:15 p.m.
• Position may be based in Muncie or Fishers, Indiana
• This is a primarily in-person position, with occasional remote-work flexibility

Why Join Our Team?

Join one of Indiana's top-performing State Farm agencies with two growing locations and a track record of developing successful professionals.

When you join our team, you'll receive:

• Paid training and licensing support
• Daily coaching and team huddles
• One-on-one mentorship and professional development
• Sales commissions and regular bonus opportunities
• Salesforce CRM and AI-powered technology
• 401(k)
• Paid Time Off
• Health stipend, transitioning to a group health plan
• Team outings and employee appreciation events
• Community involvement opportunities
• Opportunities for advancement into leadership and other roles within our organization
• For those with the right long-term goals, the opportunity to develop skills and experience that can help prepare you to pursue State Farm agency ownership

What Success Looks Like

Success in this position isn't just measured by how many calls you answer or tasks you complete.

It's measured by whether customers felt cared for, problems were solved, commitments were kept, needs were uncovered, opportunities were created, and families ended the day better protected because of the conversations you had.

If you're looking for a place where you can take care of people, build relationships, develop professionally, and be rewarded for helping customers in more ways, we'd love to meet you.