Licensed Insurance Front Desk & Client Relations Specialist

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

● Escalate claims needing additional attention

● Handle claim-related conversations with patience and empathy

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.…