Customer Service Representative

1 month ago

Hermosa Beach, California, United States Charline Espinoza - State Farm Agent Full time
ROLE 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 meticulous attention to detail, strong customer service skills, and genuine desire to help others make you an invaluable asset to our team.

You will enhance your career while resolving customer inquiries, coordinating with other agency team members, and anticipating the needs of the community members you support. In this role, you will not only resolve customer inquiries and support agency team members, but you will also oversee critical service-related processes, ensuring that all office operations align with our high standards and compliance requirements.

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.
QUALIFICATIONS:
  • 4+ years of experience in customer service.
  • 2+ years in a supervisor role (a plus).
  • 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 (preferred).
  • Bilingual Spanish (a plus).
  • Comprehensive knowledge of insurance.
  • Must be reliable and able to commute to office location.
Compensation:

$28.00 per hour.

About Our Agency:

Our mission is to help people manage the risks of everyday life, recover from the unexpected, and realize their dreams.

We help customers with their insurance and financial services needs, including Auto Insurance, Home Insurance, Life Insurance, Business Insurance, Health Insurance, and Renters Insurance.

Our office is located in Ralph shopping center next to Starbucks.

Our office is open 9:00 am to 6:00 pm Monday through Thursday, 9:00 am to 5:00 pm on Fridays, with future plans to be open on weekends.

We are a growing agency with big dreams and lots of potential.

We attribute our success to having a fun, energetic environment that is an enjoyable place to work.

Our team works hard to reach our goals together as a team and have fun while we are doing it.

We take pride in using our years of valuable experience to mentor individual team members and prepare them for successful careers.

If you want to work in an environment that is fun, challenging, and rewarding, then Charline Espinoza - State Farm Agent may be the right fit for you.

If you want to make an impact, see immediate success, we could be the place for you.

If you're willing to work hard and you expect to get results from yourself and those around you, we want to meet you and talk about the opportunity we have for you.

If you are self-motivated, possess an entrepreneurial spirit, and have a desire to win and achieve results, please consider joining our team.

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