Customer Service & Retention Specialist - Allstate Insurance

Job Description

Job Description

Insurance Customer Service & Retention Specialist

$45,000 Base + Performance Incentives | Growth & Leadership Opportunity

Start Date: December 1, 2026. Positions being filled now for our December agency transition

Build Your Career With an Established Local Insurance Agency

We’re looking for exceptional Insurance Customer Service & Retention Professionals to join an established agency that has served customers for more than 30 years.

After spending the past 10 years helping manage and grow this book of business, I’ve now stepped into the ownership role and am building the team that will take the agency into its next chapter.

This is not a start-up agency building from zero. You’ll have the stability of joining an established business with a substantial existing customer base while also having the opportunity to help shape the culture, processes, and customer experience of a new ownership team.

We’re investing in our people, technology, customer experience, and retention strategy with the goal of building a service organization where talented professionals can make a measurable impact and grow their careers.

This Is More Than a Traditional Customer Service Position

We’re not looking for someone who simply answers the phone and processes transactions.

We’re looking for insurance professionals who want to build relationships, solve problems, protect households, improve customer retention, and identify opportunities to better serve our customers.

Our internal service team will work alongside additional customer-service resources designed to assist with appropriate routine transactions. This allows our team to spend more time on the interactions where a knowledgeable insurance professional can make the greatest difference.

That includes proactive customer outreach, policy and household reviews, renewal conversations, cancellation intervention, complex service needs, coverage discussions, referrals, and identifying opportunities to strengthen customer relationships.

Our service and retention team will play a critical role in both protecting the existing book of business and helping the agency grow.

What You’ll Do

As an Insurance Customer Service & Retention Specialist, you’ll take ownership of customer relationships and help deliver an exceptional experience throughout the policy lifecycle.

You will:

• Assist customers with policy questions, billing concerns, coverage questions, and other service needs.
• Conduct proactive policy and household reviews to help ensure customers’ insurance needs are being addressed.
• Perform renewal outreach and proactively engage customers before potential issues become problems.
• Support customer retention through cancellation intervention, payment-related saves, and proactive problem solving.
• Identify potential coverage gaps and opportunities to better protect customers and their households.
• Identify cross-sell opportunities and coordinate with the sales team for quoting, presentation, and closing.
• Generate and develop customer referral opportunities.
• Help customers navigate appropriate claims-related questions and connect them with the proper resources when needed.
• Resolve customer concerns with professionalism, urgency, and ownership.
• Maintain complete and accurate customer and policy documentation.
• Follow agency and carrier procedures and compliance requirements.
• Build long-term customer relationships that support retention, referrals, and household growth.
• Participate in ongoing training, coaching, and professional development.
• Contribute to individual and team performance goals related to customer experience, retention, referrals, and agency growth.

Compensation & Opportunity

We believe exceptional service professionals should be rewarded for the value they create—not simply the number of transactions they process.

We offer:

• $45,000 base salary, based on licensing, experience, and qualifications.
• Monthly performance incentive opportunities.
• Quarterly performance bonuses.
• Commission opportunities for qualifying business.
• Additional incentives tied to customer engagement, referrals, retention activities, and agency performance.
• Structured training and ongoing professional development.
• Career advancement opportunities.
• Potential future leadership opportunities as the agency grows.

Strong performers can earn approximately $60,000+ in total annual compensation, with additional upside depending on individual and agency performance.

Earning examples represent potential based on performance and are not guaranteed.

Work Environment & Hybrid Potential

This position will initially be based in our New Philadelphia, Ohio office as we build, train, and establish the new team.

Our goal is to build a strong four-person internal customer service and retention team. Once the team is fully staffed, trained, and consistently performing at a high level, there may be opportunities for a hybrid work schedule based on individual performance, business needs, and appropriate in-office coverage.

Hybrid flexibility will be earned through demonstrated performance and will depend on maintaining the responsiveness, accountability, teamwork, and service standards our customers expect.

Who We’re Looking For

Our ideal Customer Service & Retention Specialist is:

Customer-focused, professional, and empathetic.

Highly organized and detail-oriented.

Dependable and accountable.

Proactive rather than reactive.

An excellent communicator who can build trust with customers.

Comfortable managing multiple customers, tasks, and priorities.

A strong problem solver who looks for solutions rather than simply identifying problems.

Willing to take ownership of customer concerns through resolution.

Comfortable having conversations about coverage, retention, and additional customer needs.

Able to recognize referral and cross-sell opportunities without turning every service interaction into a sales pitch.

Comfortable working toward measurable individual and team performance goals.

Coachable, resourceful, and committed to continued development.

Interested in professional growth and potentially taking on greater responsibility as the agency grows.

Previous insurance or customer service experience is preferred. An active Property & Casualty insurance license is also preferred, although candidates without a current license may be considered based on experience, qualifications, and overall fit.

Why Join Us?

You get the stability, customer base, and foundation of an established 30+ year agency combined with the opportunity to join at the beginning of a new ownership and growth chapter.

We’re intentionally investing in staffing and customer retention because we believe exceptional service is one of the most important drivers of a successful insurance agency.

Our goal isn't to build a service department measured only by how quickly it processes transactions. We want to build a team that knows our customers, protects relationships, solves problems, identifies opportunities, and contributes directly to the long-term health of the agency.

We’re building a culture centered around accountability, recognition, teamwork, professional growth, and exceptional customer care. As the agency grows, strong performers will have opportunities to take on additional responsibility and potentially develop into future leadership roles.

We’re not looking for people who simply want their next job.

We’re looking for people who want to help us build something, make an impact, and grow their careers along with it.

Compensation plans, commission rates, bonus structures, point values, eligibility requirements, and performance incentives are subject to modification at the owner’s discretion.

Responsibilities

• Deliver exceptional customer service by assisting with policy questions, coverage needs, billing concerns, claims-related questions, and other customer needs.
• Proactively manage customer relationships through renewal outreach, policy reviews, household reviews, and ongoing customer follow-up.
• Support agency retention goals by identifying at-risk customers, assisting with cancellation intervention, resolving payment or policy concerns, and working to retain valuable customer relationships.
• Respond to inbound calls, emails, and messages promptly while maintaining a professional, friendly, and solution-oriented approach.
• Process appropriate policy changes, endorsements, renewals, cancellations, and other service requests accurately and efficiently while utilizing available carrier service resources when appropriate.
• Educate customers on their coverage and identify potential gaps or unmet insurance needs based on their individual household.
• Identify cross-sell and household opportunities and coordinate with the sales team to ensure customers receive appropriate recommendations, quoting, and follow-up.
• Generate and develop customer referral opportunities through strong relationship building and proactive customer conversations.
• Collaborate with sales professionals, service teammates, carrier partners, and agency leadership to provide a seamless customer experience and resolve issues efficiently.
• Maintain detailed, complete, and accurate customer records in agency systems, including documentation of customer conversations, service activity, and identified opportunities.
• Take ownership of customer concerns and complaints through resolution with empathy, urgency, and a solution-oriented approach.
• Follow agency and carrier procedures, documentation standards, and compliance requirements.
• Stay current on insurance products, carrier guidelines, agency processes, and applicable industry requirements.
• Take ownership of individual performance goals related to customer experience, retention, referrals, account development, and overall agency growth.

Requirements

• Must possess an active Property & Casualty insurance license
• Minimum 1 year of customer service experience required; insurance customer service experience strongly preferred
• Positive, professional, and customer-focused with a genuine desire to help customers
• Highly organized and detail-oriented with the ability to manage multiple customers, tasks, and priorities
• Strong follow-up and follow-through with a demonstrated ability to take ownership of customer needs through resolution
• Proactive, self-motivated, and comfortable working toward measurable individual and team performance goals
• Strong verbal and written communication skills with the ability to build trust and explain insurance concepts clearly
• Ability to handle stressful or difficult customer situations with empathy, professionalism, and a solution-oriented approach
• Resourceful problem solver who is comfortable researching issues and identifying appropriate solutions
• Comfortable identifying additional customer needs, referral opportunities, and potential coverage gaps
• Coachable and committed to continued learning, professional development, and adapting to agency processes and expectations
• Comfortable working collaboratively within a team while maintaining individual accountability

Benefits

• Paid Time Off (PTO)
• Flexible Schedule
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities
• Retirement Plan
• Access to training