Benefits:- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Bonus based on performance
- Competitive salary
- Flexible schedule
ROLE DESCRIPTION:
As a Customer Service Representative with Patrice Weston State Farm, you will play an important role in creating an exceptional customer experience and helping our agency retain and grow strong customer relationships. This is a customer-focused service position for someone who is dependable, professional, positive, organized, and comfortable handling a variety of customer needs throughout the day.
Our Customer Care Representatives are expected to take ownership of customer concerns, communicate clearly, follow through on commitments, and help customers understand their policies, coverage, billing, claims processes, and available options.
You will work closely with customers and other agency departments to make sure each interaction is handled with care, urgency, accuracy, and professionalism. We are looking for someone who is warm, patient, solution-oriented, coachable, accountable, and committed to contributing to a positive team environment.
If you enjoy helping people, solving problems, learning new products, and providing a high level of
service, we want to meet you.
RESPONSIBILITIES:- Provide exceptional customer service by phone, email, text, and in person.
- Respond to customer questions regarding policies, billing, coverage, claims, and account changes.
- Take ownership of customer concerns and follow through until issues are appropriately resolved.
- Assist customers with policy changes, payments, documentation, and general account servicing.
- Conduct policy reviews and identify opportunities to improve customer protection and retention.
- Educate customers on available products and services when appropriate.
- Support customer retention by proactively addressing concerns and identifying solutions.
- Maintain accurate documentation of customer interactions and policy changes.
- Work closely with sales and leadership to ensure customers receive timely and complete assistance.
- Help direct customers to the appropriate department or resources while maintaining ownership of the customer experience.
- Follow agency processes, workflows, and service standards consistently.
- Participate in ongoing training, coaching, role-play, and product development.
- Maintain a positive, professional attitude and contribute to a strong team culture.
- Provide a warm and welcoming experience to customers who visit the office.
- Balance multiple priorities while maintaining accuracy, urgency, and follow-through.
QUALIFICATIONS:- Customer service experience is highly preferred.
- Insurance experience preferred but not required for the right candidate.
- Property/Casualty insurance license preferred or a willingness to obtain required licensing before starting is necessary.
- Strong verbal and written communication skills.
- Ability to remain calm and professional when handling upset or frustrating customers.
- Strong problem-solving and decision-making skills.
- Dependable, punctual, and accountable.
- Strong organizational and time-management skills.
- Ability to manage multiple tasks without losing attention to detail.
- Comfortable learning insurance products, systems, and procedures.
- Coachable and receptive to feedback.
- Positive attitude and ability to work effectively within a team.
- Strong follow-through and commitment to customer satisfaction.
- Willingness to take ownership rather than simply pass problems to someone else.
WHO WILL SUCCEED IN THIS ROLE
You may be a great fit if you:
- Genuinely enjoy helping people.
- Stay calm when customers are frustrated.
- Take responsibility for solving problems.
- Follow through without needing repeated reminders.
- Communicate clearly and professionally.
- Pay attention to details.
- Understand that every customer interaction matters.
- Are willing to learn products instead of simply giving basic answers.
- Bring positive energy to your workplace.
- Work well with different personalities.
- Look for solutions instead of excuses.
- Believe great service includes both caring for the customer and protecting the relationship.
OUR SERVICE STANDARD
Our customers should feel: Welcomed. Heard. Helped. Informed. Valued.
We expect every Customer Care Representative to provide service with: Warmth • Accuracy • Urgency • Ownership • Professionalism • Follow-Through
Our goal is not simply to complete a transaction. Our goal is to make sure the customer feels confident
that our agency is taking care of them.