Posted July 28, 2026
Customer Retention Specialist - State Farm Agent Team Member
Tracey Sova - State Farm Agent
Tuscaloosa, AL, US
Full Time
35000USD - 55000USD per year
Job Description
Job Description
Benefits:
At Tracey Sova State Farm, we don’t just sell insurance — we build lasting relationships, solve problems, and create extraordinary customer experiences every single day. We’re seeking a motivated, customer focused professional to join our fast-paced, dynamic team as a Customer Engagement & Retention Specialist.
This is a high-energy, multi-tasking role that demands exceptional organizational skills and the ability to juggle multiple priorities without ever compromising the quality of customer service. If you thrive in a busy environment, love building relationships, enjoy purposeful marketing and sales, and want to make a measurable impact, this opportunity is for you. This position does require prior office experience.
What You’ll Do:
Retention Champion & Multi-tasker:
Manage a high volume of customer interactions daily. Through phone calls, emails, and follow-ups, expertly handling multiple accounts and requests simultaneously. Your ability to prioritize and multitask ensures that no customer is left waiting and every opportunity to retain business is maximized.
Customer Advocate:
Provide top-tier, personalized service that customers rely on. You’ll expertly guide clients through policies, identify coverage gaps, and tailor solutions that fit their unique needs — all while handling multiple customer requests and inquiries throughout the day with professionalism and care.
Problem Solver:
Quickly and efficiently resolve issues or obstacles that may lead to customer dissatisfaction or attrition. You’ll balance responding to immediate concerns while managing ongoing retention strategies, all within a busy workflow.
Data-Driven Strategist:
Monitor retention metrics and customer feedback to identify trends and areas for improvement.
Sales Superstar:
While this position is heavily focused on exceptional customer service and retention, it also includes important sales responsibilities. You will actively identify upsell and cross-sell opportunities within our existing customer base —specifically targeting auto, home, and life insurance products—to meet established sales quotas. Managing your time effectively to juggle both high-quality service and sales outreach is essential to your success. This position does require some cold calling.
Process Pro:
Ensure all customer interactions comply with company policies, document communications accurately, and maintain up-to-date records, ensuring every customer interaction is flawless — from phone calls and emails to paperwork and follow-ups. Your attention to detail and ability to handle a busy workflow will be key to maintaining high standards.
Who You Are:
- Opportunity for advancement
- Paid time off
- Wellness resources
- Bonus based on performance
- Competitive salary
At Tracey Sova State Farm, we don’t just sell insurance — we build lasting relationships, solve problems, and create extraordinary customer experiences every single day. We’re seeking a motivated, customer focused professional to join our fast-paced, dynamic team as a Customer Engagement & Retention Specialist.
This is a high-energy, multi-tasking role that demands exceptional organizational skills and the ability to juggle multiple priorities without ever compromising the quality of customer service. If you thrive in a busy environment, love building relationships, enjoy purposeful marketing and sales, and want to make a measurable impact, this opportunity is for you. This position does require prior office experience.
What You’ll Do:
Retention Champion & Multi-tasker:
Manage a high volume of customer interactions daily. Through phone calls, emails, and follow-ups, expertly handling multiple accounts and requests simultaneously. Your ability to prioritize and multitask ensures that no customer is left waiting and every opportunity to retain business is maximized.
Customer Advocate:
Provide top-tier, personalized service that customers rely on. You’ll expertly guide clients through policies, identify coverage gaps, and tailor solutions that fit their unique needs — all while handling multiple customer requests and inquiries throughout the day with professionalism and care.
Problem Solver:
Quickly and efficiently resolve issues or obstacles that may lead to customer dissatisfaction or attrition. You’ll balance responding to immediate concerns while managing ongoing retention strategies, all within a busy workflow.
Data-Driven Strategist:
Monitor retention metrics and customer feedback to identify trends and areas for improvement.
Sales Superstar:
While this position is heavily focused on exceptional customer service and retention, it also includes important sales responsibilities. You will actively identify upsell and cross-sell opportunities within our existing customer base —specifically targeting auto, home, and life insurance products—to meet established sales quotas. Managing your time effectively to juggle both high-quality service and sales outreach is essential to your success. This position does require some cold calling.
Process Pro:
Ensure all customer interactions comply with company policies, document communications accurately, and maintain up-to-date records, ensuring every customer interaction is flawless — from phone calls and emails to paperwork and follow-ups. Your attention to detail and ability to handle a busy workflow will be key to maintaining high standards.
Who You Are:
- Experienced: Minimum 2-3 years in customer service, client retention, or account management, ideally in a fast-paced, multi-tasking office environment
- Energetic & Motivated: We are looking for someone who is bursting with positive energy and motivated to grow with us. Money motivated is also a must.
- Organized & Detail-Oriented: Exceptionally organized and detail-focused—because great service depends on it. Must be exceptionally skilled at juggling multiple tasks and deadlines without missing a beat.
- Creative Problem Solver: Think outside the box to meet customer needs and improve processes.
- Communicative & Personable: Strong interpersonal skills, able to engage customers from diverse backgrounds with ease.
- Independent & Collaborative: Work well independently with limited supervision while maintaining positive relationships within a team environment.
- Licensed or Willing to Get Licensed: Ready to obtain Property & Casualty and Life & Health Insurance Licenses if you don’t already have them.
- Paid time off (vacation and personal/sick days) to recharge
- $38,000-$45,000 Annual Base Pay + uncapped commissions & bonuses that reward your hustle.
- Commissions can increase your gross annual pay to $55k - $65k / year
- Base pay is determined by interview and experience level
- Growth potential/opportunities for advancement within my agency: TOP PERFORMERS who are self-motivated and coachable will thrive with our enhanced compensation plan. Leadership roles available within 9–12 months for high performers.
- No weekends or nights
- You’ll collaborate with top performers who push boundaries, celebrate wins, and support each other to reach new heights
- Rock-solid training and mentorship to fuel your growth and success.
