About Company
Richard L Hearn, Jr. State Farm Agent is a local, independently owned and operated insurance agency proudly serving the Delmar community and surrounding areas. As part of the nationally recognized State Farm network, we are dedicated to helping individuals and families manage the risks of everyday life, recover from the unexpected, and realize their dreams. Our office prides itself on providing personalized service, building lasting relationships, and being a trusted resource for auto, home, life, and health insurance needs. We foster a supportive, client-centric environment where every team member plays a crucial role in delivering exceptional service. We believe in empowering our team to grow and succeed while maintaining a healthy work-life balance.
Job Description
Are you passionate about creating outstanding customer interactions and thrive in a flexible, supportive office environment? Richard L Hearn, Jr. State Farm Agent is seeking a dedicated and enthusiastic Customer Experience Officer to join our dynamic team in Delmar, Delaware. This part-time role offers flexible hours, making it ideal for someone looking to balance work with other commitments while making a significant impact. As a Customer Experience Officer, you will be the heart of our client interactions, responsible for ensuring every client, whether new or existing, receives prompt, professional, and personalized service. You’ll play a vital role in building and maintaining strong client relationships, assisting with inquiries, processing policy changes, and actively identifying opportunities to enhance their overall experience with our agency. This position requires a proactive approach, exceptional communication skills, and a genuine desire to help others. You will be instrumental in making sure our clients feel valued, understood, and well-protected. While previous insurance experience is a plus, we are primarily looking for someone with a strong customer service background, a keen eye for detail, and a willingness to learn and grow within the insurance industry. Join us and become a key player in a team committed to protecting what matters most to our clients, contributing directly to their peace of mind and satisfaction.
Key Responsibilities
- Serve as the primary point of contact for clients, providing friendly, professional, and efficient service in person, over the phone, and via email.
- Address client inquiries, resolve concerns, and provide accurate information regarding policies, coverages, and billing.
- Process policy changes, updates, and payments with precision and adherence to State Farm guidelines and office procedures.
- Proactively engage with clients to understand their needs, identify potential gaps in coverage, and refer them to the Agent when appropriate for further consultation and new business opportunities.
- Assist with client onboarding, explaining policy details, and ensuring a smooth transition for new policyholders.
- Maintain meticulous client records and ensure all interactions are documented accurately and promptly in our CRM system.
- Collaborate with the Agent and other team members to enhance overall office efficiency, improve customer satisfaction strategies, and foster a positive team culture.
- Participate in ongoing training and professional development to stay current with State Farm products, services, industry regulations, and best practices in customer experience.
- Contribute to a positive, welcoming, and organized office atmosphere for all clients and team members, ensuring a comfortable and professional environment.
- Assist with general office administration tasks as needed, including scheduling appointments, managing correspondence, and maintaining office supplies, to ensure smooth daily operations.
Required Skills
- Minimum of 2 years of experience in a customer service or client-facing role, demonstrating consistent excellence.
- Exceptional verbal and written communication skills, with the ability to articulate complex information clearly.
- Strong interpersonal skills with a genuine desire to help and connect with people from diverse backgrounds.
- Proficiency in basic computer applications (Microsoft Office Suite, email, CRM systems), with a willingness to learn new software.
- Ability to work independently and as part of a team in a fast-paced environment, managing multiple tasks simultaneously.
- High level of organizational skills, meticulous attention to detail, and a commitment to accuracy.
- Demonstrated problem-solving abilities, a proactive attitude, and the capacity to take initiative.
- Reliable and punctual, with a strong work ethic.
Preferred Qualifications
- Prior experience in the insurance or financial services industry, providing a foundational understanding of client needs.
- Active P&C (Property & Casualty) license or a strong willingness to obtain one upon hire, with support from the agency.
- Experience with State Farm systems and products, indicating familiarity with our operational environment.
- Associate’s or Bachelor’s degree in Business, Communications, or a related field, demonstrating a commitment to professional development.
Perks & Benefits
- Flexible part-time working hours to accommodate personal schedules and promote work-life balance.
- Opportunities for professional development, including licensing support and continuous learning.
- Supportive and friendly team environment where contributions are valued.
- Opportunity to work with a well-established and respected national brand like State Farm.
- Competitive hourly compensation commensurate with experience and skills.
- Convenient local office location in the heart of Delmar, DE, providing a community-focused workplace.
- Direct impact on client satisfaction and loyalty, making a tangible difference in people's lives.
How to Apply
If you are ready to make a difference in our clients’ lives and join a team that values excellent service, we encourage you to apply! We are looking for an individual who is eager to contribute to a positive client experience and grow with our agency. Please click on the application link below to submit your resume and cover letter, detailing your relevant experience and why you are the ideal candidate for this flexible Customer Experience Officer role. We look forward to reviewing your application and learning more about how your skills and passion for customer experience can contribute to our agency’s success.