Customer Care Manager - State Farm Agent Team Member

Benefits:

• Bonus based on performance
• Competitive salary
• Opportunity for advancement
• Paid time off
• Training & development

Meghan Mac Donald State Farm Agency

Location:

756 Graham Road, Cuyahoga Falls, OH 44221

Job Type: Full-Time | In-Office

Lead Service Excellence. Retain Clients. Drive In-Book Growth
.

The Meghan Mac Donald State Farm Agency is seeking a Customer Care Manager who leads with empathy, organization, and accountability—while also being responsible for meeting monthly in-book sales goals. This role is ideal for a service-oriented professional who understands that strong retention and thoughtful coverage conversations are critical to long-term agency growth.

You will oversee daily service activity, support customer retention, and ensure policies remain accurate and effective, while confidently pivoting service conversations into meaningful in-book sales opportunities that benefit the customer.

Full licensing is required. Candidates must hold Property & Casualty and Life & Health licenses. If not fully licensed, candidates must obtain their Property & Casualty license prior to Day 1 start in the agency. We provide guidance and support to help you complete the licensing process.

• Manage customer inquiries and oversee daily service operations
• Provide calm, professional support during billing, policy, and claims-related conversations
• Assist with policy updates, endorsements, billing questions, and account reviews
• Conduct proactive reviews to ensure coverage remains appropriate and up to date
• Identify coverage gaps and pivot service conversations into in-book sales opportunities
• Meet established monthly in-book sales goals while maintaining high service standards
• Coordinate internal communication to ensure efficient workflows
• Track service and retention metrics and report progress to agency leadership
• Maintain accurate documentation and ensure compliance with agency and regulatory procedures
• Support community engagement and customer outreach initiatives

• Strong service mindset with excellent relationship-building skills
• Ability to confidently transition from service to sales when appropriate
• Comfort being accountable to monthly sales and retention goals
• Excellent communication, organization, and follow-through
• Strong attention to detail and ability to manage multiple priorities
• Prior experience in customer service, office management, or insurance preferred
• Full licensing required:
  Property & Casualty and Life & Health
  • Property & Casualty must be obtained prior to Day 1 start (support provided)

• Competitive base salary plus commission and performance incentives
• Licensing guidance and support to help you start strong
• Ongoing training and professional development
• Clear expectations with measurable monthly goals
• Supportive, service-driven team culture
• Long-term growth and advancement opportunities within the agency

If you take pride in delivering exceptional service, enjoy guiding customers through important coverage decisions, and are motivated to contribute to agency growth through in-book sales, we’d love to hear from you.

Apply today to join the Meghan Mac Donald State Farm Agency.