Customer Relations Representative - State Farm Agent Team Member

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. escalate to a supervisor or teammate

Preferred Qualifications
● 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 or asking for help rather than guessing on coverage questions

Work Hours
● Full-time In-Office Position Monday through Friday 8:30am-5:00pm. Rotating Saturday schedule of approximately one to two Saturdays per month, from 9:00 AM – 12:00 PM (Noon). In the event you work a Saturday, you will be entitled to take three hours off at a
mutually agreed-upon time during that workweek.
● Consistent punctuality, professionalism, and reliability are essential.

If you are motivated to succeed and can see yourself in this role, please complete our application. We will follow up with you on the next steps in the interview process.

This position is with a State Farm independent contractor agent, not with State Farm Insurance Companies. Employees of State Farm agents must be able to successfully complete any applicable licensing requirements and training programs. State Farm agents are independent contractors who hire their own employees. State Farm agents’ employees are not employees of State Farm.