Agency Operations Technician (Hybrid)

About the role

Join our team as an Agency Operations Technician in a dynamic, cross-segment operation that interacts with multiple business areas. The role may involve working on multiple assignments within Agency Operations, supporting our agency partners and the enterprise to achieve organizational goals in a cost-effective and customer-focused way.

Responsibilities

• Providing Professional Support: Assisting Agency Field Leadership, Agents, and business partners to ensure effective communication and service
• Completing Administrative Activities: Managing data entry and contact center tasks that support agency and field leadership operations
• Coordinating Agent Appointments: Facilitating the processing of agent appointments, terminations, and assignments to maintain operational continuity
• Supporting Marketing and Compensation: Assisting with marketing initiatives and compensation processes to enhance agent performance
• Managing Licensing Activities: Overseeing licensing tasks to ensure compliance and proper credentialing for Agents and Team Members
• Distributing Reports: Compiling and sharing reports to keep stakeholders informed and support decision-making

Qualifications

• Associate’s degree or higher education is preferred; not required
• Thrives in ever-changing environments, turning obstacles into opportunities for growth and innovation
• Strong relationship building skills with diverse audiences
• Initiative with proven ability to produce quality work in a fast-paced collaborative and virtual team environment
• Strong listening, written, and oral communication skills
• Ability to answer inbound calls and make outbound calls to agents, field leaders, and business partners
• Provide exceptional customer service, address inquiries and concerns promptly and professionally
• Learning agility, including leveraging technological capabilities including but not limited to Artificial Intelligence (AI)
• Customer centric, future ready mindset
• Proficient in Microsoft Office Suite (Outlook, OneNote, Excel, and Word)

Competencies

• Analytical & Problem-Solving Skills – Ability to research issues, identify root causes, analyze trends, and develop well-supported solutions
• Communication – Strong written and verbal communication skills with the ability to effectively engage customers, agents, business partners, and leadership
• Customer Focus – Commitment to delivering accurate, timely resolutions while supporting an excellent customer and experience
• Collaboration – Ability to build effective relationships and partner across teams to resolve issues and improve outcomes
• Organization & Adaptability – Ability to prioritize multiple responsibilities and adapt to changing needs in a fast-paced, high-volume environment
• Quality & Attention to Detail – Strong focus on accuracy, thorough documentation, and adherence to established standards
• Continuous Improvement – Ability to identify trends and opportunities that improve processes, service quality, and reduce repeat contacts

Schedule

The department is open Monday through Friday, 7AM - 7PM, Central Time Zone (CDT). Successful candidates are able and willing to work flexible work shifts and may be asked to work overtime and/or irregular hours.

Work Arrangement

This is a hybrid position which allows you to spend some of your time working from home as well as some time working collaboratively in-office at our Richardson, TX-CityLine Hub location. Candidates must currently reside within a reasonable daily commuting distance to Richardson, TX.

Training

During the job training period you may have a higher percentage of time spent in-office to support your learning experience. More specifics on training time, duration, and work arrangements will be shared by hiring leadership as training approaches. These details are always subject to change based on business needs. Attendance during the training period is critical to your success and the overall team’s effectiveness. Any previously scheduled PTO may need to be adjusted based on the training schedule and business needs to ensure you gain the full benefit of the training program and can be discussed with the hiring manager.

Pay

Potential starting salary range: $50,878.75
Potential yearly incentive pay up to 6% of base salary

Benefits

• Get Paid! Eligible for an annual raise and bonus
• Stay Well! Robust health and wellbeing programs, including multiple healthcare plan options with State Farm paying most of the premium; 100% coverage for in-network preventative care; vision, dental, telemedicine, 24/7 mental health professionals
• Develop and Grow! Educational benefits including industry-leading training programs, tuition assistance, employee resource groups, and mentoring
• Plan Ahead! Benefits like fertility/IVF/adoption assistance, college coaching, national discount programs, interactive monthly financial workshops, free financial coaching, and access to State Farm Federal Credit Union
• Take a Little “You” Time! Generous time off policies including up to 20 days annually plus parental leave, paid holidays, celebration day, life leave (40 hours/year), bereavement leave, and community service/education support days
• Give Back! Matching Gift Program, Good Neighbor Grant Program, and the Employee Assistance Fund
• Finish Strong! 401(k) plan with company contributions of up to 7% of your salary and access to free financial advisors