Customer Experience Manager (Hourly Base + Per-Policy Pay + Profit Share)

Job Description

Job Description

• Fallon Insurance Agency is looking for a Customer Experience Manager the heartbeat of our client relationships and the person who makes sure every family we protect feels taken care of long after the sale.
• This is a service and retention role with a sales component, built on a simple belief: take care of people, and everything else takes care of itself. You'll own the onboarding experience, keep our households complete and protected, handle every walk-in like a guest in your home, and help existing clients round out the coverage their families need.
• We supply the systems, the training, and the coaching. You bring the heart for service and the discipline to do it right every time.
• Here's what you win here:
• A strong hourly base that reflects the experience this role requires
• Per-policy pay on every policy you write for walk-ins and cross-sells, you earn just like a producer does
• A year-end profit-share you share in after one year with us
• A full benefits package that protects you and your family
• A real career path inside a growing agency that develops its people into leaders
• This is not a revolving-door job. We're building a team of professionals who take pride in protecting families and doing work that matters. If you're organized, warm, detail-obsessed, and you love helping people, you'll fit right in.
• The kind of person who thrives here is:
• Detail-oriented
• Warm and client-focused
• Organized and disciplined
• Positive
• Committed to Continuous Improvement
• Apply today and let's take care of people the right way, together.

Hourly Base Salary + Commission + Bonus Opportunities

Paid Time Off (PTO)

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

• Complete accurate, fully documented onboarding for every new household
• Handle all required AAA underwriting, signature, ACORD, mortgagee, and lienholder documentation
• Maintain complete, accurate records in AgencyZoom
• Handle all walk-in customers and write coverage for them where appropriate
• Cross-sell existing clients on missing lines of coverage within the agency
• Drive Google reviews and gather referrals
• Lead household-save and retention efforts (cancellation, rewrite, reinstatement, and remarket saves)
• Deliver an outstanding client experience on every interaction
• Maintain service, quality, and compliance standards

• Active Property & Casualty license (or willingness to obtain; Life license a plus)
• Customer service or insurance service experience preferred
• Exceptional attention to detail and documentation discipline
• Strong communication and relationship skills
• Organized, dependable, and process-driven
• Professional attitude and a genuine heart for helping people