Customer Service Manager - State Farm Agent Team Member

• Bonus based on performance
• Health insurance
• Opportunity for advancement
• Paid time off
• Signing bonus
• Training & development

• Team Leadership and Development:

• Recruit, train, and mentor customer service representatives.
• Conduct regular performance evaluations and provide feedback.
• Foster a positive and productive work environment.
• Customer Service Operations:

• Develop and implement customer service policies and procedures.
• Monitor and analyze customer service metrics to ensure goals are met.
• Handle escalated customer issues and complaints in a timely manner.
• Quality Assurance:

• Ensure customer service interactions are aligned with company standards and regulatory requirements.
• Regularly review and update training materials and operational procedures.
• Conduct quality assurance audits and implement corrective actions as needed.
• Customer Relationship Management:

• Build and maintain strong relationships with key clients.
• Gather customer feedback and work with other departments to implement improvements.
• Develop strategies to enhance customer satisfaction and loyalty.
• Compliance and Reporting:

• Ensure the team adheres to industry regulations and company policies.
• Prepare and present regular reports on customer service performance to senior management.
• Maintain accurate records of customer interactions and transactions.
• Collaboration and Communication:

• Work closely with sales, marketing, and product development teams to address customer needs and concerns.
• Facilitate regular team meetings to communicate updates and gather feedback.
• Serve as a liaison between the customer service team and other departments.

• Education:

• Bachelor’s degree in business administration, management, or a related field preferred.
• Licensing:

• Industry-specific license or certification may be required (e.g., insurance, financial services).
• Additional certifications in customer service management (e.g., Certified Customer Service Manager (CCSM)) are a plus.
• Experience:

• Previous experience in customer service, with at least 2-5 years in a supervisory or managerial role.
• Experience in the specific industry (e.g., insurance, finance, healthcare) is preferred.
• Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service software and CRM systems.
• Analytical skills to assess performance metrics and identify improvement areas.
• Personal Attributes:

• High level of integrity and ethical standards.
• Problem-solving and conflict resolution skills.
• Ability to work under pressure and handle challenging situations.

• Primarily office-based with standard business hours.
• Occasional travel may be required for training, meetings, or client visits.
• Flexibility to work extended hours during peak times or for urgent matters.

• Competitive hourly rate with potential bonuses based on performance, travel incentives, and quarterly bonuses.
• Benefits may include health insurance, retirement plans, and professional development opportunities.

State Farm