Director Customer Experience Remote Jobs in Rochester, MI

POSITION OVERVIEW

The Remote Bilingual (Spanish and English) Customer Service Account Representative must possess at least ONE YEAR of relevant industry experience (preferably State Farm). This role delivers consistent, WORLD CLASS customer experiences by protecting customer relationships, executing operational excellence, and supporting agency growth through proactive service.

Remote Bilingual (Spanish and English) Customer Service Account Representatives ensure every interaction reinforces trust, retention, and confidence in our agency. This role is essential to sustaining long-term growth and maintaining world-class service standards.

ABOUT US

Our Mission is to deliver peace of mind, protect the communities of our loyal customers, and fiercely champion those we serve when it matters most. We engage in multiple verticals through proven premium marketing strategies. It is our obligation to serve as many households as we can.

Our Core Values are the backbone of our business and guide our hiring process: we are enthusiastic, disciplined, intentionally excellent, demonstrate extreme ownership, aligned, committed to our mission and possess a growth mindset that drives results and embraces the journey. Our team is based out of Atlanta, GA and serves AL, FL, GA, SC and TN. The number of communities we serve is growing by the day.

OBJECTIVES

SERVICE ACTIVITY TARGETS

You are responsible for following the roadmap to hit our retention targets:

• Answer 50+ inbound calls per day
• 2+ hours of daily talk time
• 2 cross-sell products pivoted to the sales team per day

CUSTOMER PROTECTION & RELATIONSHIP MANAGEMENT

• Ensure 100% accuracy and completeness in policy servicing, billing, endorsements, claims support, etc.
• Proactively identify retention risks or coverage gaps and escalate to sales by way of CGOO when appropriate
• Deliver world-class service in every customer interaction, maintaining trust and confidence

OPERATIONAL DISCIPLINE AND ACCURACY

You are responsible for upholding team and individual standards in the following manner:

• Acknowledge and resolve direct customer and teammate inquiries, escalations, and issues in 60 minutes or less
  
• Maintain precise records and documentation in CRM and internal systems
• Execute service workflows consistently, ensuring follow-up and task completion
  
• Monitor processes to prevent errors or lapses before they impact the customer experience
  
• Partner with sales to ensure seamless handoffs and transitions, minimizing customer disruption

COLLABORATION AND TEAM INTEGRATION

• Communicate proactively with teammates, sales partners, and leadership regarding growth opportunities, updates, and resolutions
  
• Contribute solutions, not problems, in all team interactions
  
• Participate in coaching, process improvements, and team meetings to strengthen overall execution
  
• Uphold agency standards and culture, demonstrating reliability, professionalism, and positive energy

PERSONAL AND PROFESSIONAL EXCELLENCE

• Maintain high standards for personal accountability and follow-through
• Demonstrate resilience and adaptability in high-pressure situations
  
• Seek ongoing learning opportunities to improve technical, service, and operational skills
  
• Model elite execution and reliability for teammates across the agency

CORE COMPETENCIES

• Customer-centric mindset
  
• Emotional intelligence
  
• Retention focus
  
• Process discipline
  
• Accuracy and attention to detail
  
• Problem solving
  
• Strong listener and communicator
  
• Ownership and accountability
  
• Coachability
• Sales driven
  
• Growth driven
  
• Reliability
• Resilience and adaptability
  
• Cultural alignment

EDUCATION AND EXPERIENCE

We are seeking remote applicants that possess at least ONE YEAR of relevant industry experience (preferably State Farm). We do not have a specific education requirement. We are most interested in assessing will vs skill. We will train and coach up your skills.

Fully licensed (active Property & Casualty AND Life & Health licenses) is preferred to start and required to contribute to our team's Mission. We will walk unlicensed prospective team members through the licensing process if applicable.

PHYSICAL REQUIREMENTS

You are required to work at a desk when executing your D2D. You’re only required to work from the hours of 8:30a – 5p ET, Monday – Friday.

We are well-versed in rising desks and walking pads and will make recommendations upon request.

You will be required to travel (we are obligated for room and board expenses), to our home base in Atlanta up to once per quarter.

COMMITMENT TO DIVERSITY

At Barracliff Agency, we believe diversity is strength. A workforce that reflects the communities we serve – regardless of across race, ethnicity, gender, gender identity, sexual orientation, religion, national origin, age, and ability – is essential to building a world-class, ethical business.

We hire talent at all levels based on ability, drive, and character, and actively foster inclusion in every interaction: with our team, our customers, our candidates, and our business partners.

Diverse perspectives are more than welcomed on our team. They are expected, respected and celebrated and unify us.

APPLY NOW

If this role grabbed your attention, we want to hear from you. Submit your resume, and you’ll receive a link via email to complete a short assessment before our first conversation. This ensures every step is intentional and focused.

Already in the process? Direct questions or follow-ups to Jeff Grimoldi at jeff.grimoldi.y491@statefarm.com.

We’re looking for people ready to step in, stand out, and own their impact. If that’s you, apply now.