Customer Retention Specialist - State Farm Agent Team Member

Job Description

Job Description

Benefits:

• Opportunity for advancement
• Paid time off
• Training & development
• Competitive salary
• Free food & snacks

Our office is hiring a Customer Retention Specialist (Customer Service Team Lead)!
Location: In-person, Fontana, CA.

About Us
At Cothran Carroll State Farm Insurance, we help people protect what matters most. We take pride in serving our community with integrity, care, and meaningful support. Whether we’re helping customers navigate a claim, reviewing coverage, or personalizing a plan, we believe in making a positive difference through every interaction.

We’re looking for a CRS/Team Lead who combines strong leadership and management experience with a genuine commitment to excellent customer service. In this role, you’ll help lead daily service operations, strengthen customer relationships, retain business, and identify opportunities to support the growth of our office.

Responsibilities

• Support the customer service team, helping coordinate daily workflows and maintain a high standard of service.
• Handle customer inquiries and assist with account updates, billing questions, renewals, policy reviews, and coverage changes.
• Coach and support team members in customer communication, problem-solving, service processes, and follow-through.
• Build strong relationships with existing customers and identify ways to improve satisfaction, engagement, and retention.
• Review customer accounts to identify relevant coverage needs and make appropriate cross-selling and upselling recommendations.
• Maintain accurate customer records and documentation.
• Track service, retention, and growth metrics; communicate progress and opportunities to the agent.

Qualifications

• 3+ years of direct, forward-facing customer service experience recommended
• Leadership or management experience preferred
• Bilingual in Spanish is required
• Strong interpersonal, communication, listening, and problem-solving skills.
• Excellent organization, attention to detail, and ability to manage multiple priorities.
• Customer-focused approach with the confidence to recommend relevant products and coverage options.
• Must be able to obtain applicable state insurance licenses.

Benefits:

• Growth potential
• Paid time off (vacation and personal/sick days)
• Valuable career-building experience
• All licensing costs are covered by the agency