Customer Care Manager - State Farm Agent Team Member

About the Role

Jon Fernandez - State Farm Agent is seeking an experienced insurance professional to join our team as a Customer Care Manager. In this role, you will lead our customer service team, oversee daily service operations, and help strengthen customer relationships through responsive service, effective problem-solving, and consistent follow-through. The ideal candidate enjoys coaching others, improving processes, and supporting customer retention and agency growth. If you bring insurance experience, strong leadership skills, and a commitment to exceptional customer care, we would love to connect with you.

Responsibilities

• Lead, train, and coach the customer service team, establishing clear expectations and accountability.
• Manage daily workflows, team coverage, and service priorities to ensure timely, accurate customer support.
• Oversee policy changes, billing inquiries, payment processing, claims assistance, and customer follow-up.
• Resolve escalated customer concerns with professionalism and care.
• Monitor pending tasks and maintain accurate customer records and documentation.
• Conduct team meetings, performance reviews, and individual coaching sessions.
• Identify opportunities to improve service processes, customer satisfaction, and retention.
• Coach team members to identify coverage needs, cross-selling opportunities, referrals, and Insurance and Financial Reviews.
• Collaborate with the sales team to support customer needs and agency growth.
• Track service quality, response times, task completion, retention, and team productivity, providing updates and recommendations to agency leadership.
• Ensure team practices follow applicable insurance regulations and agency procedures.

Qualifications

• At least three years of relevant insurance industry experience required.
• State Farm agency experience strongly preferred.
• Active Wisconsin Property & Casualty insurance license, including applicable Fire and Personal Lines authority.
• Previous supervisory or team leadership experience preferred.
• Strong understanding of insurance customer service, billing, policy administration, and retention.
• Excellent communication, coaching, and conflict-resolution skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Comfortable using CRM systems, Microsoft Office, and agency technology.
• Ability to work independently, make decisions, and hold team members accountable.

Pay

$55,000.00 - $80,000.00 per year, plus performance-based bonuses and sales commissions.

Benefits

• Opportunity for advancement
• Paid time off
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