Service and Retention Specialist

Job Description

Job Description

Earn $60,000+ in your first year as a Customer Service Representative with Pinnacle Family Insurance a growing Central Indiana agency representing a Fortune 100 brand. You'll take inbound calls from existing clients and make their day easier: policy changes, billing questions, claims support, and annual coverage reviews.

This is a service-first seat. We're not asking you to be a hard-charging salesperson we're asking you to take great care of people, keep our clients happy, and spot the moments where a quick coverage review genuinely helps them. No cold calling. We provide the calls, the training, and the support.

This is a full-time, in-office position at our Avon, Indiana office. MondayFriday, weekends off.

What you'll get:

Pay: Base salary plus service and retention incentives $60K+ average first year

Schedule: MondayFriday, weekends off evenings and weekends are yours

Benefits: PTO, paid holidays, retirement plan

Training: Paid training and P&C licensing assistance for the right candidate

Growth: Path to Retention or Claims Specialist and team lead roles

Who we're hiring: people-first professionals from customer service, retail, banking, healthcare, call centers, or hospitality who genuinely enjoy helping people. Insurance experience is a plus, not a requirement if you're reliable, organized, and great with people, we'll train you on the rest.

Annual Base Salary + Bonus Opportunities

Paid Time Off (PTO)

Mon-Fri Schedule

Hands on Training

• Handle inbound service calls from existing clients with care and patience
• Process policy changes, endorsements, and billing requests accurately
• Support clients through the claims process and follow up to resolution
• Conduct annual reviews and coverage check-ins to keep clients protected
• Identify and flag coverage gaps; set up reviews with the sales team when appropriate
• Support retention by resolving issues quickly and proactively reaching out
• Document every interaction in the agency management system
• Hit service, retention, and customer satisfaction goals

• Property & Casualty (P&C) license preferred we'll help the right candidate get licensed
• 1+ year of customer service or administrative experience
• Excellent communication, patience, and active listening skills
• Detail-oriented and organized, with strong follow-through
• Comfortable on the phone and in a CRM-driven workflow
• Solid computer skills (CRM, Microsoft Office)
• Able to work on-site MondayFriday at our Avon office
• High school diploma or equivalent