Bilingual (Spanish/English) Licensed Customer Relations Representative — Remote

• Customer Service & Retention (Remote) Handle inbound/outbound calls, email, and chat for billing, ID cards, certificates, claims support, and policy changes/endorsements. Conduct proactive renewal and coverage reviews to strengthen retention.
• In-Book Sales / Pivoting During service interactions, identify coverage gaps and recommend additional lines (Auto, Home, Umbrella; Life/Health if licensed). Prepare quotes, follow up professionally, and close—or hand off to a producer.
• Documentation & Compliance Maintain complete, accurate records in ECRM/Agent Toolkit; follow agency/carrier procedures, quality standards, and privacy requirements.
• Team Collaboration Coordinate with the agent and teammates to ensure a seamless client experience and meet service SLAs and production goals.

• Fluent Spanish and English (required) with professional, clear communication in both.
• State Farm agency experience (required) with working knowledge of ECRM/NECHO workflows.
• Active P&C license (required); Life & Health preferred or willingness to obtain.
• Proven success in customer service and sales (cross-sell/upsell) with a customer-first mindset.
• Detail-oriented, organized, and comfortable multitasking in a fast-paced, metrics-driven environment.
• Reliable home office setup high-speed internet, quiet/secure workspace, and willingness to be on camera for meetings.

• Compensation Base salary + commission + performance bonuses tied to qualified in-book sales and retention outcomes.
• Growth Clear pathways into senior service, producer/sales, or leadership roles.
• Training Ongoing product, sales, and compliance training to sharpen your skills.
• Culture A supportive, collaborative team focused on doing what’s best for the customer.

• Your Spanish/English proficiency (native/fluent)
• Your P&C license state/number (and Life & Health, if applicable)
• A brief note on your State Farm agency experience (tools used, core responsibilities, tenure)