Customer Relations Representative - State Farm Agent Team Member

Benefits:

• Health insurance
• Training & development
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Free food & snacks

Please do not post for this position unless you have an active Arizona Property & Casualty or Life/Health Producers License.

The Client & Office Relations Specialist is the first point of contact for many of our customers and plays an important role in creating a friendly, welcoming, professional, and efficient agency experience.

This position manages the front desk, assists customers in person and by telephone, handles billing and payment questions, provides claims assistance and follow-up, schedules appointments, completes customer outreach, and supports the daily operations of the agency.

This is not primarily a sales position. However, the person in this role should be comfortable recognizing opportunities to mention additional products or services and connecting the customer with the appropriate team member.

• Greet all visitors and answer incoming calls promptly and professionally
• Determine caller/visitor needs and either assist directly (within scope of license/training) or connect them with the correct team member
• Review account notes before assisting or transferring, to avoid making customers repeat themselves
• Maintain a professional, organized front-office environment

• Accept and process customer payments (in person and by phone)
• Answer billing questions — due dates, payment history, amounts owed, payment methods, autopay/e-pay
• Explain bill changes and resolve routine billing issues at the front desk rather than defaulting to a transfer
• Flag past-due accounts and potential cancellation/reinstatement issues to a licensed team member

• Assist customers reporting claims; file glass claims directly
• Monitor open claims and follow up with customers on status when appropriate
• Escalate claims needing additional attention
• Handle claim-related conversations with patience and empathy

• Schedule and maintain appointments/calendars for the team
• Make outbound calls to set or follow up on appointments
• Complete assigned system tasks and create follow-up tasks when needed
• Use tasks/calls as opportunities to flag customers who should speak with a licensed agent

• Make birthday calls and send welcome, sympathy, congratulations, and other occasion cards
• Support marketing campaigns and outbound customer outreach lists
• Mention relevant products/services when appropriate and route interested customers to the right licensed team member

• Monitor/reorder office supplies
• Process mail and complete daily bank deposits
• Assist with other administrative tasks as needed

• Enter clear, detailed notes after customer interactions — what was requested, discussed, done, and what's still needed
• Document billing, claims, and coverage conversations specifically, since these often require follow-up or audit trail

• Current Property & Casualty insurance license & maintain licensing and continuing education requirements
• Reliable, punctual attendance — able to be present and ready to work at scheduled start time
• Strong customer service and interpersonal communication skills.
• Comfortable with phone-based outreach and follow-up calling.
• Detail-oriented with strong organizational and data-entry skills.
• Ability to prioritize and manage time effectively when multiple customers/tasks need attention
• Sound judgment on when to handle a situation independently vs. elevate to a supervisor or teammate

• Prior customer service, front office, or insurance agency experience
• Working knowledge of insurance coverages, billing procedures, and claims processes
• Naturally outgoing, friendly, and personable disposition; genuine enjoyment of working with the public
• Strong active listening and questioning skills to quickly identify customer needs
• Self-starter who proactively identifies work that needs to be done, rather than waiting to be told
• Comfortable researching an answer…