That personalized, caring experience, being the face of the company, you want to make sure that you establish that.
We are really a safe place for them to go. Reassuring them that everything is going to be okay.
If you're able to de-escalate situations, cheer people up and be empathetic to people... If you're able to talk to people and make them feel comfortable, it's really customer service.
It's not for everyone. But I always encourage, especially our new hires, hang in there. It's going to get easier. It'll get a little harder before it gets easier. But you have a team. We're going to be there to assist you.
I am Markeas, a State Farm claims rep. I do it mostly from my home and then one week from the office. So basically, we take the car from crash to back to the place it was before the crash and back into the customer's possession. The key is tone and delivery on everything because they can't see my face. Ultimately, they want whatever their problem is to be fixed. And so we have all the tools to do that. As long as we're able to be patient, kind, and walk through the problems.
It is a call center environment. There are, you know, high call volumes, especially when there's like weather things and things like that. But I'm at home, so it's nice to be able before my shift starts, I take Pegasus around the neighborhood. We walk around the lake. I'll honestly say when I started it was so much information. I was like, there’s no way, there's no way I'm going to know all this. But it's definitely a job where I think the longer you're here, the more expertise you'll gain.
We are often the first contact for the policyholder. We sometimes arrive even during the storm. We do spend quite a bit of time with policyholders, meeting with them and going through what they've lost. You start to, you know, form relationships with them and you kind of become part of their family. We take the time to listen, really, to the policyholder and to get to know them.
We're the ones that get to be the face and the voice, just being there to be a friend and a good neighbor.
When I come to work, the building is absolutely beautiful, it's peaceful. Every floor is designed completely different. We wanted to always make it an environment where you want to come to work. It's just extremely rewarding.
I have a love for my teammates. Even when you think you almost know everything there is, you don't know everything. But if there's just a brand-new situation I've never had, I need to reach out to a teammate. We rely on each other very heavily. It is a call center environment. You're being hired to take calls and take care of customers. That's number one.
I can honestly say those difficult customers, they're not as often as people would think. You're going to have some upset people, but once you speak to them, you tell them that you're there to help them, a lot of them are so at ease.
State Farm has been absolutely wonderful to me, so that's why I'm here. And I love taking care of my customers.
I am a claim specialist with State Farm in the Homeowners segment. We review different multiple policies according to whichever policy our policyholder has. If they do suffer a coverable loss, we review the policy language, determine, in fact, if coverage exist, then we move forward so we can get them back to their pre-loss condition.
I also kind of help part time with training.
Your definition of how you want your career to be falls in your own hands. In establishing the State Farm brand, you're also contributing to your own brand.
I won't pretend you won't have days where you will be stressed. It can be stressful to tell someone "No" I know myself personally, but if you can remember, this is a learning developmental environment and that comes along with the territory, you'll thrive regardless of the difficult times. We are here to support you. We would not have hired you on here if we didn't think you could do the job.
It's a learning experience. Life in general is all about experiences, so you have to be able to embark on these experiences and tackle them head on.
