OFFICE MANAGER - STATE FARM AGENT TEAM MEMBER

Key Responsibilities

• Customer Experience Management - Oversee all front-office activities to ensure an inviting and responsive reception for customers, both in-person and via phone/email.
• Serve as the primary point of contact for client issues, resolving inquiries efficiently and handling complaints with professionalism.
• Monitor and improve key customer service metrics (response times, satisfaction surveys, retention rates, etc.).
• Develop and implement procedures to ensure a seamless client onboarding and renewal process.
• Train staff in best practices for customer service, aiming for consistent, positive experiences.
• Sales Team Leadership & Motivation - Support daily activities of the sales team, assigning leads and tracking progress.
• Create and maintain a positive and motivating environment that inspires the team to meet or exceed sales goals.
• Collaborate with agency leadership to set sales targets and develop strategies to achieve them.
• Identify areas for individual and team improvement; deliver feedback and coaching.
• Office Administration - Manage office schedules, supplies, and ensure compliance with agency procedures and regulations.
• Process and maintain organized client records and documentation in accordance with privacy rules.
• Cook up with carriers, vendors, and partners as necessary.
• Manage the upkeep and professional look of the office.

Qualifications

• Associate's or Bachelor's degree preferred; relevant experience considered.
• 3+ years of experience in office management or customer service, with a preference for the insurance industry.
• Proven experience motivating and coaching a team for sales/service performance.
• Excellent communication, organizational, and problem-solving skills.
• Proficient in MS Office; experience with CRM (Salesforce) is required.
• Property and Casualty license (must have currently)
• Life and Health license (must have currently or be willing to take prior to starting)
• State Farm experience - a plus
• Sales experience (outside sales or inside sales representative, retail sales associate, or telemarketing) preferred
• Successful track record of meeting goals/quotas preferred
• Excellent communication skills - written, verbal, and listening
• Enthusiastic about the role insurance and financial products play in helping people manage the risks of everyday life, recover from the unexpected, and realize their dreams
• Self-motivated
• Proactive in problem-solving
• Ability to make presentations to potential customers
• Achieve mutually agreed upon marketing goals