Congratulations Q2 Silver Circle Winners

Justin Rexing, National Underwriting, System Training Specialist 

How would you define excellent customer service? 

To me, excellent customer service starts with truly listening—not just hearing what someone is saying, but taking the time to understand their question, concern or situation before jumping to an answer. Everyone wants to feel heard, valued and respected and I think that goes a long way in building trust and positive relationships. 

Excellent customer service is also about being dependable. Sometimes that means having the answer right away and other times it means taking the initiative to find the right answer and following through until the issue is resolved. I believe people remember how you make them feel, so I always try to approach every interaction with patience, a positive attitude and a genuine desire to help. At the end of the day, if someone walks away feeling supported and confident that their needs were addressed, then I’ve done my job well. 

What personal attributes do you believe set you apart in your approach to serving customers? 

I’ve always enjoyed figuring things out and connecting the dots. Whether I’m troubleshooting an issue in AgriNet or putting together a training plan, I like to step back and look at the big picture to understand how everything works together. From there, I break things down into smaller, more manageable pieces and find a way to make them clear and easy for others to understand. 

What I enjoy most is taking something that seems complicated and helping others feel confident with it. Every challenge is a little like a puzzle and I find a lot of satisfaction in working through the details, finding solutions and sharing what I’ve learned in a way that helps others succeed. 

What motivates you to consistently deliver great service, even during challenging moments? 

I think a lot of that mindset comes from growing up on a row-crop and livestock farm. Farm life teaches you pretty quickly that things don’t always go according to plan. Whether it was equipment breaking down, weather changing at the worst possible time or caring for a sick animal, there was always a new challenge that required a little creativity and a lot of adaptability. 

Because of those experiences, I’ve learned to see plans as a roadmap rather than a rigid set of instructions. Being prepared is important, but so is staying flexible when circumstances change. One piece of advice from a mentor has always stuck with me: “Hope for the best and plan for the worst.” That simple phrase reminds me to stay ready for the unexpected while keeping a positive outlook. 

I also believe that a good attitude can go a long way when challenges arise. Sometimes a small joke or a little humor can help ease the tension, bring people together and make a difficult situation feel a little more manageable. At the end of the day, I try to stay focused on finding solutions, supporting those around me and keeping things moving forward—even when the road takes an unexpected turn. 

What advice would you give to others who want to elevate their customer service impact? 

Communication has always been something I value deeply. At the heart of every interaction, people want to feel heard, understood and appreciated. I think some of the best conversations happen when we take the time to listen—not just to respond, but to truly understand where someone is coming from. 

Everyone brings their own experiences, perspectives and ideas to the table and that’s one of the things I enjoy most about working with others. Often, those perspectives are different from my own and I’ve found that’s where some of the best learning and growth happen. New ideas challenge us to think differently, improve processes and find solutions we might not have considered on our own. 

I try to keep an open mind and put myself in someone else’s shoes whenever possible. While that isn’t always easy, it’s a goal I continually work toward because it helps me communicate more effectively, build stronger relationships and better understand the needs of the people around me. At the end of the day, I believe the best results come from working together, learning from one another and making sure everyone feels their voice matters. 

Lesly Fincher, Quality Control Analyst 

How would you define excellent customer service? 

Creating a positive customer experience that leaves a lasting impression—not only of oneself, but of the company. 

What personal attributes do you believe set you apart in your approach to serving customers? 

I listen to customers’ needs and pay attention to detail. I genuinely care about helping people and providing solutions to the issues at hand, even in difficult situations. 

What motivates you to consistently deliver great service, even during challenging moments? 

I try to put myself in the customer’s shoes and understand their perspective. Often, customers do not like to hear from me because of the reviews involved in my job. The process can frustrate them for several reasons, so I try to calmly explain the reviews and why we are conducting them. I believe in making a positive impact and building trust and respect with customers. 

What advice would you give to others who want to elevate their customer service impact? 

Listen to the customer, try to understand the situation and come up with a solution. Always follow through on what you have told them you will do and take the extra time to make them feel heard and respected. 

Lindsay Boutelle, Business Intelligence Manager 

How would you define excellent customer service? 

To me, excellent customer service means making sure the customer feels heard and supported. Even if you can’t give them exactly what they want, they should walk away feeling like you understood their concern and did everything you could to help. 

What personal attributes do you believe set you apart in your approach to serving customers? 

I tend to take a detail-oriented approach to problem-solving. I like to ask questions so I can fully understand the issue before trying to solve it. Once I do, I focus on finding the best solution and explaining it clearly. I think that helps people feel supported and confident that their concerns are being handled carefully and effectively. 

What motivates you to consistently deliver great service, even during challenging moments? 

Since I work in more of an internal support role, I see my colleagues as my customers. During challenging moments, it helps me remember that we’re all on the same team and working toward the same goal. I also try to keep in mind that everyone brings different strengths and experiences to the table and that’s part of what makes a team strong. That perspective helps me stay patient and focused on how I can be helpful. 

What advice would you give to others who want to elevate their customer service impact? 

Lead with empathy. Remember that not everyone has the same knowledge, experience or context that you do, so it’s important to be patient, listen carefully and meet people where they are. 

Matt Degenhart, Area Claims Supervisor, Great Lakes

How would you define excellent customer service? 

To me, customer service is the keystone of any great organization. It can never be turned off or ignored. From the minute we start our day, we must be available to help our customers navigate any issues they may encounter. 

What personal attributes do you believe set you apart in your approach to serving customers? 

I believe that a willingness to always be available, 24/7, is the best attribute to have and sets a person apart from others when it comes to customer service. In our industry, our customers do not have typical 9-to-5 jobs and weather events do not stop for the weekend. I feel that being available as much as possible, even on days off, is how a person can show their dedication to our customers. 

What motivates you to consistently deliver great service, even during challenging moments? 

Being a farmer myself, I know the financial pressure our industry is facing in today’s markets. I want to do as much as possible to help take any burden off our insureds and the agents who serve them so they have one less worry during the crop year. 

What advice would you give to others who want to elevate their customer service impact? 

The best piece of advice I can give is not to look at customer service as an extra burden. Look at it for what it truly is: the most important piece of the puzzle when it comes to working with our customers. If they feel that you are 100% dedicated to doing everything possible for them, you cannot go wrong!