Customer Service Representative –
State Farm Insurance Agency

• Own the customer experience Build relationships, anticipate needs, and deliver exceptional service with consistent follow-through.
  
  
• Solve complex problems Independently investigate and resolve billing concerns, premium increases, coverage questions, and policy issues.
  
  
• Protect customer retention Confidently handle cancellation requests, uncover concerns, and present solutions to preserve customer relationships.
  
  
• Lead difficult conversations Communicate with empathy, professionalism, and assertiveness while setting clear expectations and boundaries.
  
  
• Take ownership Exercise sound judgment, make decisions within your authority, and resolve issues without unnecessary escalation.
  
  
• Identify growth opportunities Conduct policy reviews, recognize coverage gaps, and recommend relevant insurance products.
  
  
• Manage accounts effectively Maintain accurate records, prioritize tasks, and follow through on commitments.
  
  
• Improve operations Recognize recurring issues and proactively recommend better processes.
  
  

• Confident and assertive Leads conversations and handles demanding situations professionally.
  
  
• Proactive and independent Takes initiative without constant supervision.
  
  
• Resourceful Thinks critically and finds practical solutions.
  
  
• Accountable Takes responsibility for outcomes and follows through.
  
  
• Customer-focused and business-minded Values customer relationships while understanding the importance of retention and growth.
  
  
• Composed under pressure Remains calm and professional in challenging situations.
  
  
• Organized and adaptable Manages priorities, pays attention to detail, and learns quickly.
  
  

• Customer service, account management, insurance, or financial services experience preferred.
  
  
• Strong communication, interpersonal, and problem-solving skills.
  
  
• Ability to independently resolve challenging customer situations.
  
  
• Comfortable discussing billing, pricing changes, and coverage options.
  
  
• Willingness to engage in retention and needs-based product conversations.
  
  
• Insurance licensing required or willingness to obtain licensing.