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Office Representative - State Farm Agent Team Member Fontana - CA

Office Representative - State Farm Agent Team Member

Full Time • Fontana - CA
ROLE DESCRIPTION: 
As a Customer Service Representative I with Cothran Carroll State Farm, you will generate the kind of exceptional client experiences that reinforce the growth of a successful insurance agency. Your attention to detail, customer service skills, and desire to help people make you an ideal fit. 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. 

We look forward to connecting with you if you are the ideal customer-focused and empathetic team member we are searching for. We anticipate internal growth opportunities for especially driven and sales-minded candidates.  

RESPONSIBILITIES: 
  • Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions and billing clarification.
  • Use a customer-focused, needs-based review process to educate customers about insurance options and identify potential gaps in insurance.
  • Use exception communication to efficiently meet the needs of customers while promoting the development of our business. 
  • Drive the growth of our office Google reviews.
  • Use an educational approach when talking to customers about their coverages and potential gaps in insurance.
QUALIFICATIONS:
  • Bilingual Spanish – Required
  • Customer service mindset with genuine empathy and patience
  • Excellent verbal and written communication; able to explain insurance concepts clearly
  • Strong listening skills and a needs-based approach to identify gaps and next steps
  • Proactive problem-solving and sound judgment while handling customer requests
  • Detail-oriented with the ability to accurately process policy, billing, and claim-related information
  • Ability to multitask and manage a high volume of calls/emails while staying organized
  • Comfort using technology (phone systems, email, CRM/agency management systems, and quoting/policy tools)
  • Team-oriented mindset; able to collaborate effectively with agency teammates and share accurate updates
  • Professional, positive attitude and reliability in following processes and service standards
  • Commitment to continuous learning (insurance products, agency systems, and compliance)
PREFERRED:
  • Property & Casualty (P&C) license (or willingness to obtain)
  • Life, Health & Accident (LHA) license (or willingness to obtain)
    • Must obtain/maintain required licensing per state requirements (training provided)
  • Experience in customer service, insurance, or call center roles
  • Familiarity with claims processes and/or basic insurance terminology
  • Demonstrated success with sales support activities (cross-selling, appointment setting, quoting, follow-up)
BENEFITS:
  • Hourly pay plus commission/bonus
  • Growth potential/Opportunity for advancement within our office
  • Paid time off (vacation and personal/sick days)
  • Valuable career-building experience
Compensation: $20.00 per hour




 

State Farm agents are independent contractors who hire their own employees. State Farm agents’ employees are not employees of State Farm. Agents are responsible for and make all employment decisions regarding their employees.

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