Customer Service Specialist (Retention)

Customer Service Specialist (Retention)

Ronald DeMyers Sr. Ins Agcy, Inc. (State Farm Agency)
Location: Montclair / Paramus, NJ
Reports To: Agency Team Leader
Employment Type: [Full-time/Part-time]

About the Role:

We are seeking a Customer Service Specialist with 5+ years of experience in customer retention, goal achievement, and establishing long-term customer relationships. In this role, you will support customers across renewal and service needs, proactively address concerns, and help drive retention outcomes through strong communication, follow-up, and problem resolution.

You will report to the Agency Team Leader and work closely with internal partners to ensure a smooth customer experience and consistent performance against retention and service targets.

Licensing Requirement

You must hold Property & Casualty and Life & Health licenses or have the ability to get licensed prior to joining our offices.

Compensation

Targeted Total Compensation: $55,000 – $72,000

Key Responsibilities:

• Provide exceptional customer service with a retention focus, including renewals and policy/service support.
• Contact and support customers in ways that drive continued coverage and improve outcomes.
• Meet and exceed retention and service performance goals through effective outreach, follow-up, and resolution.
• Establish and maintain long-term relationships by understanding customer needs, setting expectations, and delivering consistent support.
• Proactively identify retention risks (e.g., service issues, coverage questions, billing concerns) and resolve before they impact renewals.
• Document all customer interactions accurately and timely in company systems/CRM.
• Collaborate with internal teams (claims, underwriting, billing, compliance, etc.) to resolve customer needs efficiently.
• Maintain compliance with all licensing, regulatory requirements, and internal processes.
• Promote and support a respectful, inclusive workplace through equitable communication and teamwork.

Requirements:

• 5+ years of experience in retention and/or customer service roles with a demonstrated track record of meeting goals.
• Active Property & Casualty and Life & Health licenses (or ability to obtain prior to joining).
• Strong verbal and written communication skills with the ability to handle sensitive customer situations professionally.
• Proven ability to foster long-term customer relationships and build trust.
• Strong organizational skills; ability to manage multiple priorities and follow through to resolution.
• Commitment to workplace inclusion, collaboration, and respectful service.

Required KPIs (What Success Looks Like)

Retention / Revenue

• Renewal/Persistency Rate (%) (target baseline to be set by your team)
• Retention Goal Attainment (%)
• Churn Reduction (%) / Non-renewal Reduction
• Renewal Conversion Rate (%) (for customers contacted prior to renewal)
• Save Rate (%) (at-risk accounts successfully retained)

Customer Experience

• CSAT (Customer Satisfaction Score)
• Complaint/Escalation Rate (maintain low escalation frequency)

Service Effectiveness

• First Contact Resolution (FCR) (%)
• Time to Resolution (TTR)
• SLA Compliance (%) for customer follow-ups and resolution timelines

Operational / Quality

• Quality Assurance (QA) Score (%)
• Documentation Accuracy / Notes Timeliness (%)
• Compliance Completion Rate (%) (training, call standards, and required processes)

Productivity

• Customer Touchpoints by Renewal Timing (calls/emails completed vs. target)
• Activity Targets (e.g., contacts per day/week tied to retention performance)

Preferred Qualifications (Optional)

• Insurance agency or call center experience
• Familiarity with CRM systems and retention/service KPIs
• Experience partnering cross-functionally to resolve complex customer situations
• Experience in working as a team / Managing a Team

To apply: respond to this opportunity
EQUAL OPPORTUNITY EMPLOYER: We value diversity and are committed to creating an inclusive environment for all employees and customers.

We promote a culture of learning and execution (Each one - Teach One) All members of our team train, Work well together, and offer support. Fun loving, results focused team.