Receptionist - State Farm Agent Team Member

Job DescriptionJob DescriptionBenefits:

• Disability insurance
• Life insurance
• License reimbursement, including study materials
• Bonus based on performance
• Competitive salary
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

About the Role: Sylvester Insurance is looking for a customer-focused, energetic, and highly organized Receptionist / Customer Experience Coordinator to serve as the front door of our agency. This is not a traditional receptionist position where the primary responsibility is simply answering phones and transferring calls. You will help customers feel welcomed, heard, and taken care of while identifying the right next step and supporting the agency team. What You'll Do:

• Answer incoming calls and greet customers professionally and warmly.
• Listen to understand why a customer is contacting us and determine the appropriate next step.
• Handle permitted customer requests, gather accurate information, create tasks, and coordinate follow- up.
• Schedule Insurance & Financial Reviews (IFRs), Life, IPS, Licensed Account Team, billing, and other approved appointments.
• Recognize changes in a customer's household that may create an opportunity for the agency to help in another area.
• Use conversational, needs-based questions and create effective handoffs to licensed team members.
• Assist with everyday needs such as payments, basic billing information, ID cards, proof of insurance, document requests, mobile-app education, and permitted administrative follow-up.
• Gather information for new vehicles, new drivers, moves, sold vehicles, claims, and quote requests within the boundaries of a non-licensed role.
• Maintain accurate notes, follow-up commitments, calendars, and customer documentation.
• Work closely with the Licensed Account Team, Sales Team, Billing Specialist, Claims resources, and agency leadership.

Recognize Opportunities - Without High-Pressure Selling Great customer service means more than completing the transaction in front of you. You will be trained to listen for changes such as new vehicles, new drivers, marriage, children, home purchases, moves, job changes, retirement, and other financial responsibilities. Your role is to recognize an opportunity and create the next conversation - not to recommend or sell insurance products that require a license. What We're Looking For: Skills can be taught. We are looking for someone who brings the right attitude, effort, character, and ability to think. Five qualities are especially important to us: 1. Positive - Approaches customers and coworkers with a helpful attitude, looks for solutions, maintains professionalism under pressure, and contributes positively to the team. 2. Strong Work Ethic - Takes initiative, stays productive, follows through, owns responsibilities, and sees what needs to be done without waiting for constant direction. 3. Coachable - Welcomes feedback, practices, asks questions, applies coaching, and wants to continually improve. 4. Trustworthy - Does what they say they will do, handles customer information responsibly, documents accurately, owns mistakes, and does the right thing even when nobody is watching. 5. Independent Thinker & Problem Solver - Listens carefully, asks good questions, connects information, recognizes when something does not make sense, uses good judgment, and understands when to act independently versus ask for help. Additional Characteristics That Help Someone Succeed

• Customer-centric and genuinely enjoys helping people.
• Conversational and comfortable asking questions.
• A strong listener who seeks to understand before responding.
• Confident asking for appointments and directing conversations.
• Organized and able to manage calls, tasks, appointments, and follow-up.
• Detail-oriented and committed to accurate documentation.
• Comfortable working in a fast-paced office with changing priorities.
• Team-oriented and able to communicate effectively across the agency.

Training & Development We do not expect a new team member to know everything on Day 1. Structured training will include customer conversations, agency workflows, call handling, appointment setting, opportunity identification, documentation, non-licensed role boundaries, role-playing, call practice, and ongoing coaching. We are looking for someone willing to learn, practice, adjust, and improve. Position Requirements

• Insurance license: Not required.
• Strong verbal and professional written communication skills.
• Strong organizational skills and attention to detail.
• Comfortable using computers and working across multiple systems.
• Ability to manage multiple priorities in a fast-paced office.
• Ability to maintain professionalism during difficult customer interactions.
• Willingness to participate in training, coaching, and role-play.
• Ability to consistently follow established processes and procedures.