Director of Customer Service - State Farm Agent Team Member
Full Time • West Palm Beach - FL - 33405
Benefits:
- Life Insurance
- Annual bonus opportunity based on agency growth
- Monthly performance bonus tied to retention and service metrics
- Health Insurance Stipend
- Opportunity for advancement
- Paid time off
- Training & development
Vivian M. Suarez State Farm Agency is seeking a senior-level, licensed insurance service professional to lead and manage all customer service operations within our established West Palm Beach office.
This is an in-office leadership role for someone who can independently handle complex policy servicing while mentoring and elevating the service team. The Director of Customer Service will own retention strategy, oversee service workflows, and ensure a polished, professional client experience across all carriers.
Key Responsibilities
• Lead and manage daily service operations
• Mentor and develop service team members to ensure consistency and professionalism
• Own retention strategy and proactively prevent policy cancellations
• Independently manage complex servicing including endorsements, rewrites, cancellations, reinstatements, billing corrections, and underwriting communication
• Handle Citizens policies including Clearinghouse submissions and underwriting follow-ups
• Communicate directly with underwriting and carrier partners to resolve escalated issues
• Identify cross-sell opportunities during service interactions
• Maintain accurate documentation within State Farm systems
• Ensure service workflows operate efficiently and professionally
• Lead and manage daily service operations
• Mentor and develop service team members to ensure consistency and professionalism
• Own retention strategy and proactively prevent policy cancellations
• Independently manage complex servicing including endorsements, rewrites, cancellations, reinstatements, billing corrections, and underwriting communication
• Handle Citizens policies including Clearinghouse submissions and underwriting follow-ups
• Communicate directly with underwriting and carrier partners to resolve escalated issues
• Identify cross-sell opportunities during service interactions
• Maintain accurate documentation within State Farm systems
• Ensure service workflows operate efficiently and professionally
Qualifications
• Active Florida 4-40 or 2-20 license REQUIRED
• Minimum 3–5 years Florida insurance agency service experience
• State Farm agency experience strongly preferred
• Experience servicing Citizens policies preferred
• Bilingual Spanish preferred but not required
• Professional presence with strong communication skills
• Ability to manage service workload independently
• Willingness to obtain 2-20 and/or 214/215 within 6–12 months if not currently held
• Active Florida 4-40 or 2-20 license REQUIRED
• Minimum 3–5 years Florida insurance agency service experience
• State Farm agency experience strongly preferred
• Experience servicing Citizens policies preferred
• Bilingual Spanish preferred but not required
• Professional presence with strong communication skills
• Ability to manage service workload independently
• Willingness to obtain 2-20 and/or 214/215 within 6–12 months if not currently held
Compensation: $52,000.00 - $60,000.00 per year
We're Hiring!
We are a very busy office and are looking for our next great team member. We attribute our success to having a fun, energetic environment that is an enjoyable place to work. We want to work alongside those who are equally committed to excellence and personal achievement. If you're willing to work hard and you expect to get results from yourself and those around you, we want to meet you and talk about the opportunity we have for you. If you are self-motivated, possess an entrepreneurial spirit and have a desire to win and achieve results, please consider joining our team.
About Our Agency
- Our mission is to help people manage the risks of everyday life, recover from the unexpected and realize their dreams.
- Our office is located in West Palm Beach.
- I have been a State Farm agent since 2008.
- I am a proud graduate of University of Miami.
- Additional languages spoken: Spanish
If you want a career, not a job, then we encourage you to apply.
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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