Final answer:
Bernie Floriani, a customer service representative at State Farm, would be classified as part of the front-line staff, not in a management position.
Step-by-step explanation:
Bernie Floriani, who is described as a customer service representative for State Farm, is considered to be part of the front-line staff rather than at any level of management. In most organizational structures, a customer service representative would be positioned at the entry level, engaging directly with customers to address their needs and concerns. They are essential for providing a high level of service and maintaining customer satisfaction but do not typically have any management responsibilities unless they also hold a supervisory or leadership role.