Customer Relations Representative - State Farm Agent Team Member

Customer Relations Representative - State Farm Agent Team Member

Full Time in Gilbert - AZ

Replies within 24 hours

• Health insurance
• 401(k) matching
• Bonus based on performance
• Free food & snacks

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

Summary

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.

Essential Duties & Responsibilities

General Office & Client Service

• 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

Billing & Policy Support

• 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

Claims Assistance

• Assist customers reporting claims; file glass claims directly
• Monitor open claims and follow up with customers on status when appropriate

  Appointments & Task Management

  • 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

  Customer Relationship & Outreach

  • 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

  General Office Support

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

  Documentation (applies across all of the above)

  • 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

  Required Qualifications

  • 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. escalation to a supervisor or teammate

  Preferred Qualifications

  • Prior customer service, front office, or insurance agency experience
  • Working knowledge of insurance…