Customer Service Representative

SALES/SERVICE TEAM MEMBER

JOB DESCRIPTION

This job description is considered, to be a classification and recruiting tool and is not intended to limit the assignment of work.

Job Title

Sales/Service Team Member

Job Purpose

To assist in the marketing of State Farm products as an employee of Troy Evans - State Farm Agency.

EXPERIENCE AND KNOWLEDGE:

o Experienceinavarietyofcomputerapplications,particularly

Windowsapplications,desirable o Experienceinmarketingandcustomerservicedesirable
o Knowledgeofautoinsuranceproductsdesirable

o Calculatepremiums,applicablediscountsandotherpaymentsforproductsandservices
o Pivotcustomerstoanotherproductlineonthephoneorinperson
o Prepareforms,applications,agreements,andotherpaperworktocompletesales-relatedeffortsandensure

policy requirements are fulfilled
o Explainpaymentmethodoptionstocustomers
o Submitformstounderwritertoobtaincoverage
o Engagecustomersinsmalltalktobuildrapport
o Explainfeatures,benefits,anddrawbacksofspecificinsuranceand/orfinancialproducts
o Attendagentteammembertrainingsessions,webinars,seminars,andotherprogramstolearnaboutnew

products and services and to acquire new skills
o Receiveandprovidereceiptsforpaymentsmade,mailpaymentsforprocessing,handlereturnedchecksand

online SFPP
o Trackandrecordpolicychangesandupdateinformationin

ABS,Master Records/Client Searchand Services

and other files and databases as appropriate

SKILLS/ABILITIES:

o Ability to satisfy insurance licensing requirements and US Bank certification
o Ability to learn and apply product, industry, and market knowledge to provide suitable recommendations to

potential and existing clients
o Ability to conduct needs-based marketing interviews with potential and existing clients
o Problem solving skills
o Ability to effectively relate to customers
o Strong listening, oral, and written communications skills
o Ability to take initiative and act effectively both individually and as a member of a team without direction
o Ability to create and maintain professional business relationships with prospects, policyholders, co-workers, and

associates within the State Farm organization
o Ability to learn and become proficient with various computer applications
o Ability to adapt to changing market conditions and a dynamic work environment
o Ability to pay close attention to detail and accuracy
o Ability to handle multiple tasks and maintain strong organizational skills
o Ability to remain positive and maintain progress towards a goal despite of obstacles and adversity

o Speaking. Talking to policyholders to convey information and ideas effectively
o Active Listening. Giving full attention to what other people are saying and taking time to understand the points

being made.
o Independence. Working with little supervision and depending on oneself to get things done
o Cooperation. Working co-operatively in a team environment
o Attention to Detail. Paying close attention to details and thorough in completing tasks
o Concern for Others. Being sensitive to others' feelings and being helpful
o Multitasking. The ability to work on multiple tasks simultaneously
o Service Orientation. Actively looking for ways to help people and consistently exceed customer expectations. o Time Management. Managing one's own time and the time of others effectively.
o Stress Tolerance. Accepting criticism, maintaining composure, and dealing calmly with high-stress situations.

JOB RELATED TRAINING COURSES, LICENSING AND PROGRAMS:

o Successfully complete and maintain all state, federal and State Farm requirements - - including licensing - to market and service designated State Farm products and services

o Remain current in all product changes and technical developments, and participate in company and industry training sessions as required

o Complete training as required, including Compliance and Information Security Awareness o Remain current in all Continuing Education (CE) courses as required

DUTIES AND RESPONSIBILITIES:

o Maintain licenses to market State Farm products, as requested including US Bank products o Assist in developing a marketing plan for the agency
o Contact prospects and current policyholders to generate interest in appointments
o Create and facilitate product presentations to potential and existing clients

o Conduct needs-based marketing interviews
o Utilize agency and State Farm computer applications, as required and available o Accurately prepare forms, policies, endorsements when required
o Follow up with customers and keep the agent informed
o Provide prompt, professional customer service
o Participate in training and team meetings as requested
o Perform other related duties as assigned by the agent
o Bilingual - Speaks Spanish fluently preferred

ITEMS TO

NOTE:

o Position may require irregular hours on a frequent basis
o Position may require travel to other State Farm locations as well as to clients' businesses