Customer Retention Specialist - State Farm Agent Team Member

Customer Retention Specialist

At Peter Mugo Insurance & Financial Services, Inc., you'll help protect our customers' coverage—and strengthen long-term relationships—by delivering simple, exceptional service every time. We also align with State Farm's "HUMAN + DIGITAL" approach by keeping interactions human, clear, and to the point—so customers experience fewer steps, faster answers, and a smoother overall service journey. In this role, you'll support business and commercial customers by proactively identifying needs, helping them stay properly protected, and assisting with bundling conversations (where appropriate) to help customers stretch their precious dollar value—aiming for more value for less overall premium.

Responsibilities

• Be the person customers can count on: communicate with existing customers regarding renewals, coverage options, and retention needs
• Review accounts and renewal readiness: assist with updates, changes, and next-step guidance as required
• Identify and act on opportunities to enhance customer satisfaction, engagement, and retention
• Provide simple, clear guidance using a "human + digital" mindset—listen first, then confidently recommend solutions
• Maintain accurate records and documentation of interactions, follow-ups, and outcomes
• Collaborate with the team to meet retention and outreach objectives and support office growth

Qualifications

• Bilingual Spanish preferred (to better support our community and business customers)
• Strong communication, listening, and problem-solving abilities
• Detail-oriented with a focus on accuracy and customer experience
• Customer service or account management experience preferred
• Must be able to obtain applicable state insurance licenses (as required)
• Ability to stay compassionate and calm under pressure—especially when customers are stressed or uncertain

About Our Agency

I opened my State Farm agency in Houston in 2014 with one clear goal: to build lasting relationships through personalized, dependable service for the people around me. We proudly serve Houston and the surrounding communities, helping individuals, families, and small business owners protect what matters most. Our team is close-knit, supportive, and grounded in a family-first mindset. We value teamwork, clear communication, and creating a welcoming environment where customers and team members feel valued and supported. For our team, we offer licensing reimbursement, team-building events, year-end holiday celebrations, and flexibility that supports real life and family needs.

At Peter Mugo Insurance & Financial Services, we're here to help people protect what matters most. Whether we're supporting a customer during a claim or personalizing a plan, we believe in doing meaningful work that makes a difference. If you're looking to grow your career, help others, and be part of a team that strives to do good every day—you'll fit right in here.

Location: 11807 Wilcrest Dr, Suite A, Houston, TX 77031

Compensation: $35,000.00 - $52,000.00 per year

Our team's mission is to help people manage the risks of everyday life, recover from the unexpected and realize their dreams. We are located in Houston, TX and help customers with their insurance and financial services needs, including auto insurance, home insurance, life insurance, and retirement planning. State Farm agents are independent contractors who hire their own employees. State Farm agents' employees are not employees of State Farm. Agents are responsible for and make all employment decisions regarding their employees.