ROLE DESCRIPTION: As a Customer Service Representative - State Farm Agent Team Member with Andrew Suby - State Farm Agent, you’ll be the first point of contact for customers. You’ll listen to their needs, solve problems quickly, and provide confident guidance. You’ll also be comfortable pivoting from service to recommendation, helping customers make smart decisions about their Auto, Home, Life, and Banking needs when the opportunity is there.
We look forward to connecting with you if you are the customer-focused and empathetic team member we are searching for. We anticipate internal growth opportunities for especially driven and sales-minded candidates.
RESPONSIBILITIES:
Deliver exceptional service by answering inbound calls, responding to emails, and greeting customers professionally (phone, in-person, and digital).
Assist customers with policy needs, including:
Changes, endorsements, and billing/payment questions
Address and contact updates
Verifications and coverage questions
Help customers after losses by gathering information, empathizing, and coordinating next steps (including claims guidance and directing customers to the right resources).
Identify needs and recommend solutions—turn conversations into coverage improvements (without being pushy).
Use a consultative sales approach to pitch appropriate products such as Auto, Home, Renters, Life, and other related services when opportunities arise.
Cross-sell and follow up on leads, quotes, and customer requests while maintaining accurate documentation in the CRM/system.
Meet agency goals related to customer retention, service quality, and new business/referred sales.
Maintain compliance and accuracy, including confidentiality, recordkeeping, and following State Farm/agency processes.
Continuously improve by learning products, processes, and objection-handling through coaching and training.
What Will Make You Successful:
You genuinely care about customers and communicate with empathy.
You can handle multiple tasks while staying organized and accurate.
You can pivot naturally: service first, then confidently recommend what’s best when it comes up.
You’re coachable and take feedback seriously.
You take ownership, stay organized, and keep notes accurate in the system.
You thrive in a fast-paced local office where every customer interaction matters.
QUALIFICATIONS:
Previous customer service experience (insurance or financial services preferred).
Strong communication skills—clear, confident, and professional.
Ability to multitask and manage a high volume of customer interactions.
Comfort using computers/CRM tools and maintaining detailed documentation.
Must be willing to obtain/maintain any required licensing for the role (as applicable in your state/agency).
Preferred Traits:
Active listener with a calm, professional tone.
Coachable and willing to learn product details.
Resilient—handles difficult conversations with patience and tact.
Reliable attendance and strong work ethic.
You enjoy building rapport and consistently follow through on customer requests.