Customer Retention Specialist - State Farm Agent Team Member

Benefits

• Bonus based on performance
• Competitive salary
• Opportunity for advancement
• Paid time off
• Training & development

Customer Retention Specialist – Service Focused with In-Book Sales Opportunity

Michael Friel State Farm Agency

261 Old York Rd, Suite 326

Jenkintown, PA 19046

Full-Time | In-Office

Deliver Exceptional Service. Build Trust. Support Growth.

Michael Friel State Farm is seeking a service-driven Customer Retention Specialist who is passionate about helping customers, strengthening long-term relationships, and delivering a high-quality customer experience. This role is ideal for someone who leads with empathy, communicates effectively, and can confidently identify opportunities to strengthen protection through in-book sales when it benefits the customer.

If you take pride in providing outstanding service while contributing to agency growth, this is an excellent opportunity to build a long-term career in the insurance industry.

Licensing Requirement (Job Contingent)

This position is contingent upon obtaining required insurance licensing.

• Property & Casualty license must be obtained prior to your Day 1 start (full support provided)
• We provide guidance, study support, and resources to help you successfully complete the licensing process

Role Overview

As a Customer Retention Specialist, you will focus on supporting existing customers, managing renewals, and maintaining strong relationships. You will play a key role in customer retention while identifying opportunities to enhance coverage through thoughtful, needs-based conversations.

This is a service-first role with in-book sales opportunities generated naturally through relationship-based customer interactions.

Responsibilities

Support existing customers with renewals, policy questions, and coverage reviews

Assist with policy changes, endorsements, billing questions, and account updates

Provide empathetic and professional support during service and claims-related conversations

Build and maintain strong customer relationships to support retention and referrals

Identify opportunities to strengthen protection and pivot service conversations into in-book sales

Maintain accurate and detailed documentation of customer interactions

Collaborate with team members to support retention, service, and agency growth goals

Ensure compliance with agency standards and regulatory requirements

Qualifications

Strong customer service and relationship-building skills

Excellent communication, listening, and problem-solving abilities

Detail-oriented with strong organizational skills and follow-through

Comfortable discussing coverage options and identifying sales opportunities when appropriate

Prior customer service, account management, or insurance experience preferred

Ability to meet licensing requirements outlined above

What We Offer

Competitive base salary plus performance incentives

Full support through the licensing process

Ongoing training and professional development

Supportive, collaborative team environment

Growth opportunities within a high-performing agency

Equal Opportunity Employer

Michael Friel State Farm is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or veteran status.

Ready to Build a Career Helping Customers?

If you enjoy helping people, building relationships, and growing through meaningful customer interactions, apply today to join Michael Friel State Farm.