Customer Service Team Lead

3 weeks ago


Hermosa Beach, California, United States Charline Espinoza - State Farm Agent Full time
Job Description

As a Customer Service Representative with Charline Espinoza - State Farm Agent, you will play a pivotal role in creating exceptional client experiences that fuel the growth of our insurance agency. Your attention to detail, customer service skills, and genuine desire to help others make you an invaluable asset to our team.

Main Responsibilities
  • Oversee the customer service team and manage daily operations, ensuring compliance with State Farm policies.
  • Develop and implement customer service policies, procedures, and training programs.
  • Handle escalated customer complaints and issues with professionalism and efficiency.
  • Train, mentor, and supervise customer service representatives to maintain high service standards.
  • Oversee service-related processes, ensuring they are performed correctly according to office procedures.
  • Ensure office team members are compliant with State Farm guidelines and best practices.
  • Perform and train on customer retention strategies, including cross-selling to existing customers.
  • Onboard new customers and conduct policy reviews, ensuring the delivery of State Farm's simple conversation approach with excellent customer service.
  • Manage BOD tasks and underwriting folders, oversee lapse scans to reduce cancellations and non-payments.
  • Invite customers to the office for simple conversation appointments, enhancing customer relationships.
  • Assist with maintaining and balancing PFA account and reports.
  • Support super management with claims and customer inquiries, providing oversight when the agent is not in the office.
  • Navigate complex matters assigned by the agent with organization and precision.
Compensation

We offer a competitive base salary with a tiered commission structure: earn up to 10% on Property & Casualty premiums. Licensing expenses are reimbursed after the first 6 months. Appealing signing bonuses are available for pre-licensed candidates. Base salary is $20 min plus commission, which can make as much as $35 per hour with Multiline sales.

Qualifications
  • MUST OBTAIN LICENCE PRIOR TO HIRE
  • 3+ years of experience in customer service
  • 2+ years in a supervisor role a plus
  • Ability to cross-sale customer while providing excellent customer service
  • Strong leadership, organizational, and problem-solving skills
  • Excellent communication and interpersonal abilities
  • Detail-oriented, able to multitask, and highly organized
  • Experience with customer retention, cross-selling, and compliance within an insurance agency is preferred
  • Bilingual Spanish a Plus
  • Comprehensive knowledge of insurance
  • Must be reliable and able to commute to office location


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