Director of First Impressions (Front Office Leader)

This is NOT just a “front desk” job. This is the front line of our mission - the person who determines whether a customer trusts us, stays with us, and ultimately allows us to change their life.

Who We Are:
We are a high-performing State Farm agency focused on changing lives through our sales process, developing people through mentorship, and serving our community with excellence. We don’t just sell insurance - we help people understand risk and make better decisions for their future.

The Role:
As our Director of First Impressions, you are the first voice people hear, the first face people see, the tone setter for the entire customer experience. You are responsible for turning every interaction into Trust, Confidence, and Opportunity.

Core Responsibilities
1. Customer Experience Excellence
   - Greet every customer with energy, professionalism, and warmth
   - Create a “wow” first impression in person and on the phone
   - Ensure every customer feels known, valued, and cared for
2. Call Management & Opportunity Creation
   - Answer inbound calls with confidence and control
   - Route calls effectively to the right team member
   - Identify opportunities for:
         - Reviews
         - Appointments
         - Coverage conversations
3. Office Environment Leadership
   - Maintain a clean, professional, welcoming office
   - Ensure lobby reflects our brand and standards
   - Coordinate hospitality (coffee, water, materials, etc.)
4. Team Support & Culture Contribution
   - Assist team with administrative flow
   - Support daily team meeting readiness

What Success Looks Like:
This is not vague. You will be measured.
   - Call answer rate & quality
   - Customer satisfaction feedback
   - Office readiness / professionalism
   - Contribution to team culture

Core Values
We are looking for someone who possesses these qualities:
   - Stewardship – You take ownership
   - Integrity – You do what’s right, always
   - Achievement – You want to win
   - Constant Growth – You get better every day 

What We’re Looking For:
   - High energy and positive attitude
   - Strong communication skills
   - Ability to stay organized under pressure
   - Coachable mindset

Why This Role Matters:
You are the first domino.
If you win:
   - Customers stay
   - Referrals increase
   - Sales improve
   - The team wins

Growth Path
This role is a launchpad.
High performers can grow into a fully licensed team member which includes: Customer Care Representatives, Sales Representatives, Leadership track.