Director of Customer Service - State Farm Agent Team Member

Benefits:

• 401(k) matching
• Bonus based on performance
• Company parties
• Free food & snacks
• Health insurance
• Paid time off
• Training & development
• Vision insurance

Director of Customer ServiceLocation Address: Dallas, TX 75204


At Raymond Scott - State Farm Agent, we help people protect what matters most. We are seeking a strong service leader to oversee the customer service side of the agency with a focus on customer retention, account management, team leadership, cross-selling, and operational excellence.


This is not a generic customer service manager role. This is not a restaurant, retail, hospitality, or call center management position. This is a leadership role inside an insurance agency for someone who understands how to build relationships, retain customers, coach a service team, improve workflows, support renewals, identify coverage needs, and help grow existing accounts through proactive service.


Applicants without prior insurance, account management, policy service, renewals, retention, or cross-selling experience will not be considered.


You may be a great fit as a Director of Insurance Customer Service at Raymond Scott - State Farm Agent if you are calm under pressure, highly organized, strong with people, and experienced in leading service operations inside an insurance environment.


You understand that excellent service is not just about solving problems. It is about protecting relationships, increasing retention, improving the customer experience, supporting account growth, and helping customers make informed coverage decisions over time.


You know how to coach team members, hold people accountable, improve service consistency, manage escalations professionally, and create a culture of responsiveness, professionalism, empathy, and follow-through.


Position Overview


The Director of Insurance Customer Service leads the agency’s customer service and account management function. This role is responsible for overseeing daily service operations, developing team members, improving service processes, strengthening retention, supporting cross-selling and account rounding, and ensuring customers receive high-quality, relationship-driven service.


The right candidate will bring insurance knowledge, leadership ability, operational discipline, and a strong understanding of how service drives long-term customer value.


Responsibilities


Lead and manage daily customer service and account management operations across the agency.


Coach, train, and develop customer service team members to deliver excellent service, strong follow-up, and consistent account support.


Drive customer retention by improving service responsiveness, renewal support, relationship management, and proactive account review practices.


Help the team identify unmet customer needs, recognize coverage gaps, and support cross-selling and account rounding efforts through consultative service conversations.


Handle escalated customer concerns with professionalism, urgency, empathy, and sound judgment.


Monitor service performance, team productivity, customer experience standards, and operational metrics to identify areas for improvement.


Improve workflows, service processes, communication standards, and team accountability.


Support policy service, billing questions, claims guidance, renewals, account reviews, and issue resolution as needed.


Partner with agency leadership to strengthen retention strategy, service quality, team performance, and long-term customer value.


Help build a service culture that is proactive, organized, relationship-driven, and growth-minded.


Qualifications


Prior experience in an insurance agency, insurance carrier, brokerage, or insurance account management environment required.


Leadership or supervisory experience in customer service, account management, retention, renewals, or agency operations required.


Property and Casualty License required.


Life, Accident, Health, and HMO License required.


Demonstrated experience in customer retention, policyholder relationship management, renewals, account development, or consultative cross-selling required.


Strong understanding of insurance service operations, customer relationship management, and account growth through service.


Excellent communication, leadership, coaching, and interpersonal skills.


Strong organizational skills, time management, and ability to manage multiple priorities in a fast-paced environment.


Must meet applicable state licensing requirements.


What Success Looks Like


A high-performing service team that delivers responsive, accurate, relationship-based support.


Strong retention and renewal performance.


Consistent follow-up and professional customer communication.


Improved service workflows and team accountability.


A customer experience that builds trust, loyalty, and long-term account value.