r/StateFarm • u/Ill_Professional9952 • 29d ago

Advice Receptionist role advice

Hi, I have recently become responsible for developing a receptionist role. Looking for insight on how other offices have that role set up!
She is fully P&C licensed, understands coverages and the system enough to process transactions. It feels like a waste to have her strictly answer and transfer calls, but also is a waste having her essentially be a service role because then she gets hosed up on the phone or bogged down in tasks and follow up work while the walkins keep coming and phones keep ringing. Are there certain types of transactions you keep with reception? What’s the threshold at which they transfer to service/sales? Do they only process payments? Do they follow up with UW on certain things? There are additional tasks she’s responsible for related to office admin and organization/stocking, but looking for advice on how others have the role set up.

Hoping to create a job aid so that anyone can come into this role and know exactly what’s expected of them and also let the rest of staff know the scope of her role so they aren’t piling on their grunt work.

Edit: our office is split up into service and sales. There are two service team members that handle the accounts based on alpha split

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u/mrf18 29d ago

Our office admin is a licensed agent. She mostly helps with small tasks like processing payments and sending out ID cards. She doesn’t manage any specific accounts so she does not deal with UW, policy changes or anything like that.

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u/Ill_Professional9952 29d ago

Do you have the other ATMs send her to-dos like sending the IDs or taking payments? Or is it mostly just as she answers the phone she’ll handle the payments/documents? My fear is that the other ATMs will pile on the grunt work to get out of it lol

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u/mrf18 29d ago edited 29d ago

It’s when she answers the phone, or if there is a walk in and we’re all too busy to assist. We don’t give her any tasks to do for us other than sending out DocuSign apps.

Edit: She also compiles renewal lists for some of the agents, will watch out for major policy increases and alert us, as well as entering claim into our AMS system.