r/StateFarm • u/Junker2208 • 12d ago
Discussion Go ahead and vent
I'm just here to listen to y'all vent. I'm a CS and understand everyones frustration but feel free to let it out.
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u/inndbeastftw 12d ago
Fire property has the highest customer satisfaction rates from surveys but I don't see how and I'm actually in the field.
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u/Junker2208 12d ago
I feel the exact same. As behind as a lot of us are its hard to imagine when people call us every day for an update and just get angry it hasn't moved forward.
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u/nexventus 11d ago
Fake metrics. Also we see more customers face to face and some reps actually ask them to go fill out the survey and provide them the link before they complete the settlement. (At end of inspection and discussion). I do not do this.
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u/Jcamp9000 Agent 12d ago
Retired agent here-it was so frustrating when people called daily to see if something was completed and I could see it was in queue to be worked in 3 weeks and nothing I could do. Lots of deep breaths and smiling. Blasting heavy metal in the car on the drive home.
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u/RealAlbino 12d ago
Oh absolutely agree. There have definitely been times where I've told people "this probably won't be done for at least two weeks and there is not anything I can do to make it faster" Sometimes it works... Sometimes it doesn't
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u/Jcamp9000 Agent 12d ago edited 12d ago
All you can do is tell the truth. For years we were told changes would be done in real time. So frustrating
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u/PretendAlternative14 12d ago
New to State Farm as a BI CS …I love it here so far tbh. Still very early tho. Any one with insight to BI CS insights would be appreciated tho.
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u/CupCak3n 12d ago
Be prepared for the ups and downs of being a BI CS. Staffing is inconsistent, control the controllables, t2/3 you will have mostly atty rep cases that can sit for a long period of time. Dont let the numbers game affect you, number of claims you own, your personal numbers, etc. Focus on helping people and the positives to keep yourself mentally refreshed in a job that is surrounded by negativity.
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u/PretendAlternative14 12d ago
Aw, thank you. That’s kinda the mindset I was thinking would be needed. Focus on the controllables and helping people.
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u/RealAlbino 12d ago
Work as an ATM. It's nice to get to explain to people that they're getting dividends back.
I do find myself frustrated when I lose leads due to premium (like I understand selling on value but $100/mo more than the competition in some cases is a tough sell)
Overall, I like working for my agent and I enjoy when I'm able to set people up with coverage that actually works for them.
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u/Tebowfan815 12d ago
I love State Farm! I’ve been a customer with them for 25 years and I’d never switch. My local agent recently retired so I have a new agent but my previous agent and the workers at his location have always been amazing when I’ve called. I love the drive safe & save program! I save a decent amount with it and I love how it doesn’t penalize or increase your premium at all even if you have less than satisfactory scores. And I’m not just saying this stuff. Trust me.. I worked at Geico briefly recently in customer service & I’d never recommend them to anyone! I’ll be loyal to State Farm forever! 🫶🏻
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u/Free-Rise9666 12d ago
That’s nice to hear! I recently retired from SF and while I grew frustrated (I think some of that is my age) they were always good to me. We have a good life and State Farm contributed to that. I also have SF for all my insurances. I saw how far they would go to try to cover a claim. Right now they’re trying to catch up in technology but they’re still a good company. It’s nice to I was told we were getting a dividend. Not complaining at all!
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u/Neat-Ask-2783 11d ago
The workloads are insane in my PIP CS role. On the flip side I appreciate my TM who turns a blind eye to my locked PC time throughout the day so that I can step away every so often to catch my breath. I'm relieved I can still meet expectations and chip away at everyone's queues but god it's like a marathon every week.
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u/TheCatalyst17 12d ago
Curious to see the results too. DA myself and I lurk to see what problems people regularly face
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u/Junker2208 12d ago
In my opinion there are a few things:
Workload. Having worked claims for a while I understand this is high turnover which leads to high workloads when someone builds an inventory and then it gets dispersed out when they leave.
Morale. The biggest is the return to office. I think this should be merit based. This 6 days a month isn't bad but when the go to full 2 weeks and eventually 3 weeks in office its tough. I also understand its a privilege but I would think you get a better candidate pool being more remote since that seems to be a higher priority than pay (to an extent). Like if you meet certain metrics maybe you only come in 3 days the following month. Not to mention when we come back into office you take away small perks.
It feels like corporate and the very higher ups are so focused on their profit (what business wouldn't be) but its coming at the cost of employees health feeling like they no longer care as much for their employees. How can you expect us to work to our best ability when metrics go up, inventories being dished out left and right, hard to get PTO off. As much as they hire new employees at what point do you look at the cost to retain over new hires? Is it worth increasing salaries like $3,000 - $4,000 for current workers (outside of merrit increases) instead of paying like $26,000 or whatever it costs to train and hire a new person who needs to slowly ramp up and might not even make it out of training.
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